two agents on same call

[Vivek]

some time two agents trying to answer same calls. any idea why?

[Mike]

I used to get complaints 3 or 4 times a day over this same problem. We set set traces in the PBX and in the Network but never found any problem. After we dug a little deeper we found that the calling party always had either callwaiting or had a two line telephone. They would call us, get tired of waiting in queue and hangup then dial us right back. The first call never dropped so the caller launched two calls instead of one. However I do not know how the originating caller launched and conferenced that second call if all they have is callwaiting. Hope this helps.