Two agents - Same Customer call

[paulafdx]

We have an issue where 2 seperate receive the same customer call.  The call connects to both agents at the same time.  We are on UCCE 10.5.  Extensions are different. Logins are different. Agents are, however, skilled in the same agent group.  Any thoughts on how this could possibly happen?

[bill.king1]

Does this happen all the time? Only for certain types of calls like external vs. internal? Are you using CVP?

[paulafdx]

It does not happen all the time.  The same ANI is passed to each agent.  Since the ANI is not one of our pre-out-pulsed ANIs, I am thinking this is an external customer. But I can verify. Also we are using CVP.  Does this help?

[RLeclerc3000]

Vérifiez si vos deux téléphones ont la même adresse IP dans votre PBX!?!? Si oui, je crois que vous passez à travers un routeur qui doit être mal configurer. La fonction NAT n'est pas activé.

[Mouaz]

You shall execute query, to make sure that service provider not sending two calls for same customer.

[ln33147]

Hello,

I'm facing the same issue. Were you able to find out what led to this behavior?

Regards,

[bill.king1]

Hi @ln33147 , I'd recommend doing a new post, since I can't imagine you're using version 10.5 like the original poster, and include your system/environment details (version, etc.).
The couple times I've seen this, it is from the outside (carrier/SBC) which is sending the call in twice. If you look in the database for instance, do you see 2 records for the same call, with the two agents?
Don't also overlook if it is something tied to the headset (multiple headsets tied to the same base as an example), which could cause it as well.
I take it that it doesn't happen with every call?