Hi,
This is a common miss-configuration of the software. Most customers are used to the old AC which was integrated into Call Manager in that they use hunt groups to rediret calls directly to the operators extension. This is not the intended desgin of CUBAC (or any CUxAC product). This software requires that all calls come into the queue number and not directly to the operator's extension. If any call is directly directly to the operator's number while they are already on the call, then this is expected behavoir where nothing can be done with the active call until the second call hangs up or goes to voicemail.
In most instances I recommend customers move the operator's personal number to the secondary line on the phone and create a new number for the first line to prevent personal calls from coming into the number used to log into the CUxAC software.
Regards,
Jason
