Why do agents appear to have the multiple call statuses simultaneously?
ContactNow agent status, displayed on the administrative Status page.
This typically happens when the agent handles inbound queue calls as well as Third Party Transfers (TPT).
When an agent is on a call, they are placed in a call channel to flow voice communication under their agent name. That channel will remain open for the entirety of the call, even after that call has been transferred away from the agent using Third Party Transfer (TPT).
When transferring a call, the agent dials out on a second channel to the third party. Once answered, the service bridges both channels to allow transferee and third party to remain connected.
So, the agent listed in the Call Status table does not reflect the agent's current status in the Agent Status table, which is the true indication of the Agent's actual current status.
Why This Happens
The reason behind this is to maintain call record details within ContactNow.
Calls that originate externally to ContactNow, and which are transferred to a third party external to ContactNow, remain bridged through the ContactNow service until such calls terminate.
Because of this, records are kept in this case by automatically assigning those calls to the agent who took the initial call.
This is not something which can be changed.
In the image below:
- Incoming Calls: The same agent has handled three inbound calls, listed under Incoming Calls. The agent transferred all of those calls, which are still actively connected. They will all continue to be associated with the original agent until those calls are fully terminated.
- Agent status: The same agent is currently connected on a new outbound call, so the agent is actually associated with four calls at this point.
Only the call under Agent status displays the agent's current real call activity.