UCCX 8.x call presented to two agents

[Ayaz Khan]

Hello,

Just wondering if anyone has ever encountered this issue.                    

Issue described by user,

9:45 am, I answered a call but then heard another agent answer. The man could hear both of us. I put it on mute cause i didnt know if i hung up if it would disconnect the call. but we hung up my phone and the agent continued the call. I have never had this happen to me. Just wondering if you could look into this.

This issue has only been reported once.  Any insight would be appreciated.

Thanks,

Ayaz

[anchoudh]

Hi Ayaz,

It sounds little strange.

Please cross verify the below points.

1. That there is not conference initiated at any point of time during this call.

2. Is Supervisor involved here ? If yes, check if Superviosr if performing any call related activities here.

Also try posting the MIVR logs from UCCX and also the Agent logs for this specific calls with details of Agent extension, Calling time...etc

Hope this helps.

Anand

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[Brian Donadio]

Did you ever get to the root cause of you issue?

We have a customer on CCX 8.5.111004-25 that is reporting the same issue.  We don't believe there are any conferences being performed.

Thanks!