Agents Still Active Are Offered New Calls
Symptom
An 8x8 Contact Center agent claims that were already on a call and another call interrupted the first call.
Applies To
- 8x8 Contact Center
- 8x8 Agent Console
Resolution
- In the Agent Console logged in as a supervisor, go to Menu > Report and review (2) reports:
- Agents: Status Change Details report
- Detailed Transaction Activity report
- If it is confirmed that the second inbound call was routed to the same agent while already in Busy status, please create a case with 8x8 Technical Support.
Cause
If the agent has Direct Agent Routing enabled, they may have received a direct agent routing call or a direct call to their endpoint phone number.
If users are provisioned in Contact Center and also on 8x8 Admin Console Call Queues or Ring Groups, this scenario can happen, as the two systems don't communicate, so if a user is busy with a call coming in through an Auto-Attendant or Call Queue, Contact Center will still route a contact center call to the agent if they remain Available in the agent interface.
Although this scenario is not ideal, admins can turn off Call Waiting for users provisioned on both systems, which should prevent calls from routing to them if they're already busy.