Two calls at the same time

[luai]

we have IPCCE 7.1 CVP 3.1 AND CCM 4.2.3

we had acase that some agents receive two customers calls on thier IP Phones at the same time , when the agent is handling a call another call came in the IP PHONE. any advice

[Chris Deren]

Are you saying that both calls are coming from ACD or is the second call a direct call?

Your ACD line in CM should be configured with busy trigger of 1 so that only one call can be delivered to this line at a time.

HTH,

Chris

[luai]

both calls are coming from ACD . while the agent is handling a call another call came in his ip phone only not the ctios client. this is happening for some calls only it is randomly occur

[andrew.higgins]

There are a couple of bugs that may be related to your issue.

CSCsm42626 - Different conferences are joined together. This could occur if agents are performing warm transfers.

CSCsj99361 - IP Phone continues to generate RTP packets after call is disconnected.