Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vivek on January 01, 1970, 12:00:00 AM

Title: two agents on same call
Post by: Vivek on January 01, 1970, 12:00:00 AM

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

Title: two agents on same call
Post by: Mike on January 01, 1970, 12:00:00 AM

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.