We are using UCCX v11.6.2.10000-38.
We are seeing an issue where an agent either has a call ring once then stop, or they get a missed call without ringing. What happens next is the agent is either presented with the same call normally, or a different agent is presented with the call.
In the detailed call CSQ agent report, we see duplicate call IDs, as shown below. All of these duplicates will show one call with 10 second ring time and zero talk time, and the other one is the actual call. Sometimes the same agent will get both the duplicate and the actual call, sometimes it will be different agents.
| Node ID - Session ID - Sequence No | Call Start Time | Call End Time | Contact Disposition | Queue Time | Agent Name | Ring Time | Talk Time | Work Time |
| 1-22000033133-0 | 4/20/2020 9:15 | 4/20/2020 9:29 | 2 | 0:03:00 | agent 1 | 0:00:10 | 0:00:00 | 0:00:00 |
| 1-22000033133-0 | 4/20/2020 9:15 | 4/20/2020 9:29 | 2 | 0:03:00 | agent 2 | 0:00:02 | 0:07:28 | 0:00:32 |
If we then look at the agent state detail report, we see the agent with the zero talk time call went into reserved state for 11 seconds, but then went into not ready for several minutes. In the meantime, the other agent answers the call normally.
If the same agent gets both calls, the agent will go into reserved for 11 seconds, then not ready for a few seconds, then back to ready and finally presented with the same call again.
What is going on here?
Thanks
