•1) When a call comes in and the caller decided to drop the call the call is then still in the queue and only cuts when an agent picks it up, can the call drop the same time when the caller drops the call.
•2) A call will come in and the agent will answer the call but the same call will still ring after it was picked up by another agent but there will be no one on the other side because the call was picked up by an agent.
•3) I tested the lines and the agents was available, the call rang at an agent 3 times and then it was quite on my side and on the phones, what happened to that call.
