Mitel Forums > Mitel MiVoice Business/MCD/3300

ACD agent presented with two calls

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swilson:
Does anyone know how an ACD agent could be presented with two calls at the same time?  Basically the agent is on a call and during that call another one comes in which causes the agent various problems.  Some of them can't transfer the call and have to put the call on hold and have someone else pick up and transfer it.  Others can't do anything at all.  One user was logged out of her phone when another call was sent to her.  She logged back in and answered the new caller, she then put them on hold to ask a supervisor a question and when she selected the line it was the first caller she thought she lost when her phone logged out.

bluewhite4:
What types of phones? Do they have one or two buttons of their prime DN? (Software should prevent them from having two, but there just to be a bug that would allow it)

swilson:
They have 5224's and 5220's.  They only have one appearance of the prime line and two other single line appearances.  They are all hot desk ACD agents with resiliency enabled.

Mattmayn:
Is there any way that the other appearances on the sets are seen as available agents by the system? Are they single line appearances of random extensions that are completely unrelated to ACD, or are they multicall appearances of their prime number?

swilson:
Sorry, they are multicalls of random numbers with *'s and #'s in them.  They used to be single line of random extensions and we still had issues when they were single line.

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