CTIOS 2 simultaneous calls

[saharhanna]

                   Hello,

We faced a weird behavior in the contact center UCCE 9.0

A certain agent received 2 incoming calls on CTIOS at the same time.

He wasn't able to answer any of the calls until they were requeued and were displayed on his IP phone as missed calls

What could allow the PG to reserve the same agent for two calls at the same time?

Any idea what could be the problem?

Thank you,

Sahar Hanna

[Shalid Kurunnan Chalil]

hi did you check the phone busy trigger configuration from cucm?

Regards,

Shalid K.C

[Sivanesan Rathinam]

Hi - Are you sure, Both calls from PSTN.

Bec if the second call from another Extn locally, Router doesn't have any idea about it and it can't control and Phone will get second call based on busy trigger.

Can you share CTISVR and Router logs for the time frame.

[saharhanna]

Hi,

Thank you for the replies.

The phone busy trigger is set to 1 on Call Manager.

Both calls are from PSTN.

Thank you,

Sahar Hanna