atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Multiple Calls coming in

Hello,

I have a single user (so far) who says sometimes when they place the first caller on hold, a second call will come in from a hunt group on line 2. This only happens on occasion.

The agent then has to transfer the 2nd caller to another agent, and go back to the first one.

Any idea what setting is causing this to happen? I have looked at station flags and hunt group flags, i can't seem to pinpoint it.

That is normal behavior for a non-ACD group. Is it possible that group in question is supposed to be an ACD group but isn't?

Thats how it should be working.
How did it work if it worked differently.

Thanks,

I took a look this morning, all hunt groups have ACD enabled.

I noticed that in some hunt groups certain members are listed in the same hunt group twice as agents AND members. ACD settings are only utilized as for the Agents list, right?

I think if i remove them from the members list, the proper ACD settings will be all that can be used and should resolve my issue.

Can someone confirm if i'm on the right track with that idea?

Hi

Try system/flags wrap-up mode for holding ACD calls is set to yes, at least on a 5000, we use this.

Steve

I checked the 'wrap-up mode for holding ACD calls' flag, it was already enabled.

I'm still thinking this is happening because the agents are listed twice: once in the 'agent ID list' inside each hunt group, and once in the 'members list' in the hunt group.

I've got the feeling ACD settings only correspond to the 'Agent ID list'.

I'm still interested on feedback whether im on the right track or not.

I don’t think so.

If the flag is enabled to use Agent IDs, the members list will be ignored. The opposite is also true.

I’d be looking for another source for those calls, such as DID or a different non-ACD hunt group.

Thanks, this is something that RARELY happens, so it's hard to re-produce here.

I asked our agents to keep an eye out for the type of call that came in on the 2nd line to help pinpoint the issue.

I double checked all of our hunt-groups and they all have the proper ACD flags mentioned above.

I'm guessing as DND mentioned..this could be a DID issue.

Hi,

Does the first call on hold happen to be an outgoing call? If so then we have the same issue, an ACD agent in an ACD hunt group on an outgoing call, when the agent holds the call they're then available for an incoming ACD call, if they're the longest waiting they can get delivered a call before they finish their outbound call, they usually manage to miss or cut off the inbound by accident. We get round it by insisting agents go in dnd when making outbound calls and that solves the problem. Not very elegant but at least it works.