I have been facing a issue, where an agent is already busy talking to a customer and another incoming call notification is displayed on the screen. I am in a UCCE enviroment where single line is configured with directory number. ICM should not direct the call to an agent who is already on a call.
UCCE Version 8.5.2
CTI Version 8.5.2
CUCM version 8.5.2
Hi, this sounds like a "split brain" problem.
Did you check the communication between ICM Side A and B? Do you see any errors?
Communication seems to be fine between Side A and B. Also I have found that the RouterCallKey value for this type of calls is 0.
Oh, then it must be an incoming call from within the enterprise, not routed by ICM. Probably an internal call.
Can you check the agent phones and if necessary, set the Busy Trigger to 1.
I have checked and found that it is not an internal call. Busy trigger for all the phones in the sytem has been set to 2 however as I mentioned, only 1 directory number has been configured on the phone and everything was working fine till now. I have started facing this issue since two days. No major changes has been made in the system.