UCCE duplicate Call

[Rima]

Hello, 

We have UCCE 10.5. we are facing strange behavior. Agent receives a call from the same number while he is on a call with him.

Any kind of help to determine the root cause would be greatly appreciated.

Thank you.

[bill.king1]

What happens if you listen to the call recording/talk to the agent (if that is possible)?

Is the 2nd call a real call, or some type of phantom?

Also, how do you know the agent is getting a 2nd call? If they're speaking to the caller on the ACD line, they shouldn't have any indicator (even if it was possible) that they're getting a 2nd ACD call. Do you have the busy triggers/max calls set up correctly on the ACD line for the agent for instance?

[Rima]

thank you bill for your reply.

it could not be a reel call. because it is from the same number to the same agent.

Below is a screenshot of an agent's finesse Desktop who has faced the issue. 

When the agent hangs up the first call and picks up the second one, he did not hear anything.

[TalkingScientist]

I kinda want to see some logs on this...

Can you set CVP, PG (PIM, JTAPI, PGAG) and Router (RTR) logs up to debug.

After the next occurance zip them up for that timeframe and post them. 

[bill.king1 · Accepted solution]

In the picture above, which is the real call, the 2nd one that shows data?

Aside from the logs that @TalkingScientist mentions, I'd also ask if your agent is using the physical phone for things like answering/transferring/etc. There are defects in other versions for instance of unusual behavior like this happening when not using Finesse.

[Rima]

Thank You Bill. It seems that the issue has occurred because agents were using  physical phone for  answering/transferring/

[Yasid.ramli1]

how about if you look on the TCD table it's the same time frame??