More inbound voice to Agent on same time

[hieutx]

Hi all,

I install Inbound voie solution and i have case when Agent ready have more inbound route to Agent.

I want to only one inbound voice to Agent on same time.

Please help you.

[cavagnaro]

How is that? More than one voice interaction?
Explain further please as voice is a single channel by default.
If you use capacity rules then check them

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[hieutx]

Hi Cavagnaro,

I check capacity rules and it is 1 channel. I don't understand why Agent can receive one more voice interaction.

[cavagnaro]

How does he can talk with both?
Which pbx you have?
Which DN are on his place?


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[cavagnaro]

Post TServer and URS logs for those two calls at same agent


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[hsujdik]

Hi, Cav... I think that was some translation issues... as far as I can understand, he is getting more than one voice and wants the normal behavior (just one voice).

That can sometimes happen if you have more than one URS and dont have Agent Reservation activated, and the extension allows more than one voice channel. Or if your transition-time / verification-time is set to a value too small on URS configuration. Or if Stat Server is not behaving properly (maybe due to network latency or overload). Those are scenarios I can think about that will direct more than one call to an agent even if he/she has proper capacity rules configured.

[vmc]

Using SIP endpoints or some other desk phone?

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