Two Agents Receive the same call

[Todd]

We have had a couple scenarios recently where a call gets delivered to two agents, not simultaneously though.  It's usually a few seconds after the first agent receives that call.  Tech support is saying it's a PBX issue as TServer shows that while the calls have the same ANI and came in on the same trunk, they came in on different trunk lines.  Not really sure what to tell my PBX guy in this instance.  We have an Avaya s8700 with URS handling these calls.  Anyone run into this or have any suggestions??

Thanks,
Todd

[mhoganinatl]

We experienced this a few years back and as I recall everything pointed to the two calls being delivered from the caller.  We couldn't determine if the caller created the second call of if it came from the LEC.  We did find it to be two different calls that were merged but the second call would be a few seconds behind the first call.

[cavagnaro]

I also had that problem with TDM and IP enviroment, in both cases were a PBX issue where it monitored erroneously (that word exists? sorry if not) the trunks and csta events, so it tought that the call were not delivered and therefore tried to route it again, so for TServer was another call but in fact was same call.
A PBX patch fixed the issue

[S]

do you have 2 independent URSs ? if so you have a racing condition going on there...

[victor]

Actually, we have this quite a few times a week - usually it is a caller using a conference function to connect agents to each other and then have a laugh while they are trying to figure out what happens.

If you are running a sex call center (and we are not, unfortunately) this happens all the time - you have two pros talking to each other not realizing that both of them are actually pros. Had a lot of fun with it when I was a kid.

[bcyk]

Wow! Yes!
I had the similar 'fault' case.

Two agents received inbound calls and talked to the same caller.
(One of agents was so scared she terminated the call immediately!)

The caller made two calls to the same hotline using conference function on his phone.
Two calls had the same ANI but via different trunk channels.

[Todd]

Actually we do have two URS's but they are for different sites / switch combinations.

Vic / bcyk, that makes total sense.  I will have our agents ask this question to see if this is what is really happening! 

Thanks!!

[mark]

[quote author=victor link=topic=4014.msg17943#msg17943 date=1239069390]
Actually, we have this quite a few times a week - usually it is a caller using a conference function to connect agents to each other and then have a laugh while they are trying to figure out what happens.

If you are running a sex call center (and we are not, unfortunately) this happens all the time - you have two pros talking to each other not realizing that both of them are actually pros. Had a lot of fun with it when I was a kid.


[/quote]

Lots of fun but the 2 connection charges must have been expensive? :p