Hi All,
I got 2 application coming to same CSQ one Agent reported he/she is getting second call while handling and taking the first call.
Second call which went to Agent line 1 which is ACD line and he was already on another call, which went to voicemail as there is a forward no answer for the 1ST line is setup which should flow to second line of the same Agent and not answered should goto voicemail which i can see in UCCX logs.
2nd call which left to agent voicemail
Orignation time:24-09-2018 15:59:34
Disconnect time:24-09-2018 16:00:08
duratiion:32
24-09-2018 16:00:08
24-09-2018 16:00:48
40 sec
1st call which Agent answered:
24-09-2018 15:58:28
24-09-2018 15:59:35
64 SEC
24-09-2018 15:59:35
24-09-2018 16:01:15
100
Any suggestion as i checked the Max call/Busy Trigger is 2/1.
Only one Agent in the CSQ is reporting the issue.
Also same application is running with an error.
TOO_LONG_IN_QUEUE:Event queue time exceeded:
Once is checked the number of steps executed is below 1000 steps which is defined in the system parameter.
