Same call different agent

[paulafdx]

Good afternoon,

Strange occurrence happening.  We two different agents getting connected to the same caller/customer.  We have checked the ext in CUCM, they are different. We have checked the ICM configs, different. We have listened to the call recordings and it is definitely the same caller.  It is confusing customers.  Once the call is connected to both agents, on agent promptly disconnects so as not to upset the customer.  Any ideas????  We have a UCCE setup and are currently still using CAD.  

[wa4]

Try setting agent  tracing on the router.exe process (ICM) and inspect the log for the route request. The decision as to which agent is selected is  made here. Than at  at least than you will know which agent is the "real" one . Than you should be able to work out from the "fake" how it is getting invoked from the endpoint ...it smells like some sort of workflow if your still using CAD

[Muhammed Ashiq]

Could you please check on CVP and check two GUID is generated or in TCD table there is two Router Call Key is generated for the same ANI . We had similar experience and found the call itself duplicated from Service Provider.