Mitel Forums > Mitel MiVoice Business/MCD/3300

ACD agent presented with two calls

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ralph:
Are you confident that these are ACD calls and not calls ringing to the Multicall keys?

Ralph

swilson:
Some are calls form the queue and sometimes they are ring backs to the agents.  These only happen at night so I pretty sure they are a result of our sales phone configuration.  We tried creating another queue for the overflowed sales calls that aren't answered to go to but we still get some ring backs.  I have run out of ideas to try to fix it.

ralph:
I'm tied up for the next couple of days but when you get a chance call me early next week.   I'd like to be sure I have a clear understanding.

Ralph

MitelMania:
it sounds to me like there are calls being presented to the phone as a non ACD call... the way I understand it is if a phone is on an ACD call it can still receive a non ACD call on another multi-call or key line appearance....  im guessing if you transfer a call off and it needs to recall it could still recall back to you on another line key? and by this time you have answered another ACD call so it gives the appearance of receiving 2 calls?  im just tossing out ideas

-Christopher

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