Stumped Never seen B-4

[armytechie]

I would appreciate any insight into the problem described below, I am ginuwinely stumped and definitely need some possible solution suggestions

Thanks in advance!

"IF AGENT IS ON A CALL, THEN NEW CALL COMES TO QUEUE, IT WILL FORCE PRESENT CALL OUT, AS IF HIGHER PRIORITY & IT DISCONNECTS PRESENT CALL...THIS HAS BEEN HAPPENING ON SEVERAL DIFFERENT AGENTS"

 

[captaingadget]

Is the call that is being forced out a DN call? If so I can sort of see why it might do this. I've never seen an established ACD call being forced off

 

[armytechie]

Me neither, but it's true just confirmed with the customer that is the scenario, now I did change the call queue wait time for 10 seconde to 2 seconds but don't believe this has any affect on that particular issue. No?

 

[Johnthephoneguy]

I would have to duplicate that myself to believe it is happening with an actual ACD call.

What does the call by call show for the calls being forced off?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[captaingadget]

I would have to see this for myself before I believed it. It is as if the system is not marking the agent busy in which case you have some serious technical problem which won't be solved by adjusting configuration - it simply shouldn't do this under any circumstances.

looking at call by call stats is an excellent idea.

 

[krayten]

Hi,
Is it at all possible that the call which is coming back to the agent, cutting their present call off, was originally handled by that agent then transferred and is now reverting?

Kryten

 

[armytechie]

Been a little distracted with other hair on fire missions but I will follow up with you guys thanks for the responses thus far.