two dispatchers answering the same call simultaniously MiVB 8.0

[Crowtalks]

We are a county government agency with a dispatch area that receives transfers and calls from our local 911 as well as other police agencies and on a very rare occasion two dispatchers will answer the same call where they can both hear and respond.

This happened last night on an external call and initially one of the dispatchers that had answered muted the call, but when that dispatcher chose to hang up from the call, apparently she was the one that the system showed as the call owner for the call disconnected in mid conversation.

The call came in from an outside agency though the SIP trunks to a call tree to a ring group number for dispatch...is there a setting in the system where I can set one of the dispatch sets in the ring group with a higher priority so if that same scenario happens again, the system will "choose" which set is allowed to own the call?

Jim

"If I had known it would turn out like this, I would have become a locksmith" Albert Einstein

NCSS, NCTS, NCTE, CS1000E, Call Pilot
Avaya IP Office
Mitel 3300 Advanced, 5000, SX200, NuPoint, MiCollab, MBG

 

[Billz66]

might need more details regarding the call flow
- i didnt think that was possible for 2 to answer the same call - might be a software issue Mivb8 is now quite old

If I never did anything I'd never done before , I'd never do anything.....

 

[Crowtalks]

Yeah, I didn't think it was possible either...

Call flow = SIP trunks to NuPoint call tree, the SO Dispatch choice sends it to a ring group with six stations...all 5340e sets.

This is an MXE III shared across several county departments.

When I was employed with our local ILEC, I installed all the local government Mitel systems as well as others and in twenty years of installing Mitel and Nortel systems I had never heard of this and I was just seeing if anyone else had experienced something like this.

We are getting ready to go with a Virtual MiVB and separate ourselves from the rest of the county, so whatever weirdo issue caused this will disappear then anyway.

Jim

"If I had known it would turn out like this, I would have become a locksmith" Albert Einstein

NCSS, NCTS, NCTE, CS1000E, Call Pilot
Avaya IP Office
Mitel 3300 Advanced, 5000, SX200, NuPoint, MiCollab, MBG