Both calls dropped when declining the second call in Jabber

[M.Nimigean]

Hi Everyone,

My customers are encountering a weird issue when they are already engaged in a call and they want to decline the second one both calls are dropping. 

I attached the screenshot from the customer, basically whatever the customer chooses from the second incoming call the current call drops as well. There is one more thing to be mentioned, the user is also a CCX agent in Finesse and this Jabber profile is used as CCX pick up device.

Has anybody seen this issue, could anybody help with some ideas ? Thank you!

[TONY SMITH]

I'm no CCX expert but I wonder whether the solution would be to set the Busy Trigger to 1 on that DN.  I would assume that CCX has the sense not to offer a second call to an agent that's already handling one caller, so is that second call direct - ie not offered from CCX?