Agent Receiving Calls from Line 2

[aizham]

Guys,

Currently i am facing a problem with my contact center where certain agents are receiving 2 calls at a time. We are using Avaya IP Phone with agent desktop. Currently the auto-answer is configured. The scenario; Agent received call in line 1 and answer the call. While talking to the customer another call is waiting in line 2. Once the agent hangup or drop the call in line 1, the second call in line 2 is answered. What might be wrong?

[victor]

Hi,

I see it happen a lot in URS call centers, where some calls are defaulted and then delivered to the user via PBX. Are you using URS? If so, check CMS for defaulted calls. Chances are it is that.

[aizham]

Yes we are using URS for call routing. What is is CMS? Appreciate if you could ellaborate more on CMS... is it in the Avaya Switch configurtion?

[Mike Kamlet]

Yes sounds like both Avaya and Genesys are routing the call to the same agent.

Avaya will not route a call to an agent that is "busy", but if there is a "race condition" Genesys could deliver a call to an agent that is "busy".

One method to prevent this is to establish a coverage path on the agent (either extension of Agent ID - depending on which is used by Genesys to route to agent).  This way as Genesys is delivering the call, if the agent is "busy", then the call is re-routed to the coverage path.

[aizham]

Thanks guys for the info. Now is clear how the agent can get 2 calls at a time.

[chitts_padave]

Yeah Mike seems correct. The calls may be flowing into Avaya and Genesys Queue

[victor]

Hi,

chances are it is URS delivering calls with PBX ACD calls dropping to the user as well. Check for PegDEF in attach data to see if the calls are defaulted by URS and then routed by PBX.

Mike: can you please explain the coverage path? You mean there is a way to prevent race condition?

[Mike Kamlet]

Yes Coverage Path is an Avaya feature that can be configured either on the agent ID or on the extension.

On the Agent ID you can direct the "second" call to go somewhere else when the agent is logged out, on a call, in ACW/AUX

On the extension you can direct the "second" call to go somewhere else when for just about the same conditions.

In our environment we route to the agent ID and use coverage path on the agent ID to prevent calls from routing in any out of synch condition.  (We simply direct the call to an Avaya default queue)

We also use the extension coverage path for DID calls to the agent to redirect the call to voicemail.

Attached are some sample coverage paths.

Additionally there has been a lot of discussion around Agent Reservation and this can impact the "race condition".  When the reservation request comes in, T-Server does NOT check the agent state when determining to ack/nack the request.  So suppose the reservation timer is set to 100ms.  URS sends the reservation request to T-Server and T-Server waits the 100ms.  If the agent went not ready during the 100ms, T-Server will still ack the reservation request and URS will try to route to the agent.

Maybe this new 7.6 URS feature will help -- trying to get more detail on it.