One call going to two agents?

[nortelinsd]

Has anyone had this happpen:
Caller A call's into a Call Center, gets all the fun recordings and gets queued to two agents at the same time.

I can run a call-by-call report and sure enough there is the callers CLID and both agents have the same call. I do get two different Call ID: numbers as well. This is what makes me think there is something in Symposium that may be causing this. Symposium 4.0

jpb

Duke BB!
Go Blue Devils!

 

[HASAGO]

This sounds a little strange? On the Call By Call report there should be a trunk ID - are they also the same? When the call is answered can the caller and both agents all hear and talk to each other. If not maybe there is a crosstalk issue occuring? The only other suggestion is to make sure latest patches are in both Symposium and PABX.

 

[nortelinsd]

H,
When I go into my CDR reports I can see that the call came in on two different trunks, same trunk group though.
So maybe something within my incomming carrier?

Duke BB!
Go Blue Devils!

 

[HASAGO]

What are the incoming trunks - ISDN or PSTN? If PSTN maybe crossed pairs? Also when the call is answered can the caller and both agents all hear and talk to each other in a 3 party conversation? If not maybe there is a crosstalk issue occuring?

 

[nortelinsd]

ISDN. And yes customer and both agnet can hear each other.

Duke BB!
Go Blue Devils!