Hello,
I have a weird intermittent problem with random hot desk ACD agents while on a call on there primary DN that is setup as a single and button 2 as another single extension to ring so the Agent can put the caller on hold and make another call. The vMiB is running 9.0 SP3 and when agents are free and not in make busy they get the call that was in queue in the skill group finish the call and let the work timer kick in that is set for 15 seconds and then go back to idle state unless there is another call in queue waiting for a free agent, now get this sometimes when the agent has a queue call they answered they need to put the call on hold or transfer the call to another extension and as soon they do that the extension goes into make busy with out them knowing and the supervisor watching the real-time see this and ask them why. Also received a call and started to engage with another extension a non ACD upon calling it appears that agent lost initial call, received another incoming call with which made her go into no make busy. Sorry if this doesn't makes any sense but tried to explain best I could.
Thank you Jeff
