Replacing an agent in an ACD que with IP phone - Ratio of calls too high for one agent

[WhiteRob]

This is my first time posting, please go easy on me.

I have an ACD que with 6 TN's in it. They were all 2616's but I replaced one of them with an IP phone, an 1140.

My understanding is the incoming calls should rotate through the available agents, however the IP phone is getting a higher volume of calls than the other agents.

DN 3521
TYPE ACDN
ACID 3591 TN 012 1 01 00
ACID 3593 TN 012 1 01 01
ACID 3595 TN 012 1 02 05
ACID 3594 TN 012 1 01 03
ACID 3596 TN 012 1 01 07
ACID 3592 TN 240 0 07 08


I programmed the keys as follows:

KEY 00 ACD 3521 0 3592
AGN
01 NRD
02 DWC 3521
03 SCR XXXX 0
04 SCR XXXX 0
05 MSB

The user with the new IP phone is complaining that they are getting more calls than the other agents.

Did I miss something? Is this possible, to mix an 1140 in with the 2616's?

Thanks for the help!

 

[KCFLHRC]

There is nothing in set programming to do this. My guess is everyone else is getting just as many calls.

 

[KCFLHRC]

The ACD calls are presented to the longest idle set

 

[WhiteRob]

Well.. I was present there and we simulated 4 incoming calls, the first went to person A and the next 3 went to the person with an IP phone.
Racking my brain trying to figure out if I'm missing something.

 

[WhiteRob]

This probably has to do with patches that I'm behind on, but your comment has helped me craft better google searches, thank you.

 

[KCFLHRC]

You aren't missing anything. The calls go the longest idle set. It doesn't alternate calls, but longest idle gets the next call

 

[Trason806]

Switch them all to 2616/3904 or all to 1140. I know its not the right way, but it should eliminate the issue. Also it cuts down on training/bickering if they all have the same phone type. If you still think it is happening, check your ACD reports. They will tell you everything.