Multiple agents receive same call

Hello All. We had a scenario today where multiple agents received the same outside call. The outside call went first to agent 1, which did not answer before the ring time out, and then the call went to agent 1 and agent 2 at the same time. Any ideas?

I think I heard DZanre say something like:
> Sure. You just can't run the same on the same server. But if you
> are running multiple MTAs on the same server, they should be just
> running the same software anyway, so updating the server once
> typically updates all agents on that server.
Ok, so I went through the steps on tid 3215004 & got all my mta's,
poa's, & gwia @ 7.0.4.
Followed the steps for webaccess, all seemed to go the way the tid
explained, however my document viewer agent still shows as 7.0.3 even
though the webaccess agent is 7.0.4.
If I check it through GW monitor, the whole webaccess agent shows
version date 1/21/2009, when everything else shows 3/13/2010.
What gives? What did I miss?
Stevo

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Multiple agents on same box

So, if installing a GW patch (say 7.0.4) to my nw65sp8 box, how should
I handle this setup?
3 'domains' (MTA's on 3 different boxes, 1 for POA's, 1 for gwia, 1 for
webacc.
All of my MTA's run on the same box as other agents. I recall when
installing a gw patch, should do all MTA's, then POA's, then gwia &
webacc.
How should I go about this when I have mta's & poa's, etc on the same
boxes, and IIRC these modules use a lot of the same nlms (gwenn5, etc).
Stevo

I think I heard DZanre say something like:
> Sure. You just can't run the same on the same server. But if you
> are running multiple MTAs on the same server, they should be just
> running the same software anyway, so updating the server once
> typically updates all agents on that server.
Ok, so I went through the steps on tid 3215004 & got all my mta's,
poa's, & gwia @ 7.0.4.
Followed the steps for webaccess, all seemed to go the way the tid
explained, however my document viewer agent still shows as 7.0.3 even
though the webaccess agent is 7.0.4.
If I check it through GW monitor, the whole webaccess agent shows
version date 1/21/2009, when everything else shows 3/13/2010.
What gives? What did I miss?
Stevo

Two devices receive same calls

Since updating our phones, my daughter and I receive the same phone calls to both of our devices. This only happens when we are connected to WiFi at home.

This is FaceTime WiFi calling, an iOS 8 feature that allows you to make and receive calls on any device sharing a WiFi network. This is happening because you use the same Apple ID - which is weird - how do you communicate with each other using iMessages and FaceTime using the same Apple ID?
Anyway, if you continue to use the same Apple ID and don't want this to happen, turn off the feature in Settings > FaceTime > FaceTime Cellular Calls

Agent Desktop Error When receive Incoming Call

Hi, I have CAD Ver 8.5.1.39 | CUCM Ver 8.5.1.10000-26 | UCCX Ver 8.5.1.10000-37 running on my network now.
there some problem occurs when I put an Agent into the Line Group with Top Down Distribution call(actualy all the Distribution call type face the same problem).
1. When the Agent Receive Incoming Call from outside(PSTN) sometimes the CAD don't Show Up and show no response but the CIPC work normaly. showed in Not Responded.jpg
2. When the Agent Receive Call and it is show up. I can't answer the call. When I press ctrl-A or i push the answer icon i got the error message show in error.jpg , sometimes when i want to make a call the same problem happens
3. When the Agent Pop Up and the caller end the Call before I can answer. The call got stuck in Agent and Agent cannot make a call. Agent must logout and login again to fix this problem, show on the stuck.jpg
4. When the problem 3 occurs and if the Agent don't fix this problem, the stack got more caller. show in stuck2.jpg
I dont know why this happen, all the call come from outside(PSTN). when I test call from internal the problem doesn't occur.
Please help me. Any help will be helpful
Thank you for your help and participation
Regards,
Yopie.

Hi,
I have an auto attendant, for example like this:
Welcome to the XYZ Company,
Press 1 for purchasing (10 Agent)
Press 2 for Consult (5 Agent)
Or press 0 for operator help (3 Agent)
When the consumer press 1, I want the call distribute to 10 Agent in the Purchasing team.
To make scenario like this I use the hunt pilot and to use hunt pilot i must have line group first.
So I need to put the 10 Agent into the Line Group.
Thanks.

Agent ready Radio button remains selected even though agent is on call.

Hi
issue
Agent logsin to Interacton center and system by default puts him in to NOT Ready Status.
Agent changes the status from Not ready to Ready.
Agent receives a call via queue
Agent accepts call via interaction center
Ready Radio button reamins selected even though customer care agent is on phone with Customer.
In idle situation the radio button should move from ready to not ready or any other state.
Landscape : SAP CRM / AMC MCIS / CISCO IPCC.
we did our system restarts still issue is not resolved.
Has anyone ever noticed this issue.
any Help or guidnace is really appreciated. Thanks in advance
Regards

Hi Alok,
That behavior may be just how your CMS and Telephony system behaves. In all likelihood you are not going to get a queued call at that point, since you already are on a queued call. As long as the state display is correct once the call is ended, that is the most important thing. I have seen some telephony systems where even the hard phone shows ready during the call, and doesn't change modes until after the call is ended. Anyway, you should check with your CMS vendor - in this case AMC MCIS.
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

UCCX Two agents logged in answered the same call.

UCCX 8.5.1 We had two agents get handed the same call at the same time. Basically, the caller called in and was queued up and when they both became available it rang both of them and which it auto answered both of them and they were on a conference call with the caller. We have the call and a time range.
1. Has anyone had this issue before?
2. How do i even start trying to figure out what happened?

Hi
i have seen such issue multiple times and it always turns out to be some config issue , or due to some misunderstanding of the issue
There is no way this can happen , untill unless there is some configuration issue
can you double check any shared extension on Agent phone ( IPCC+NON-IPCC line both ) ?
2: Did this issue happened for the first time ?
and if you can pull CCX engine logs aka MIVR logs , that will be great,
let me know once you have the logs along with timestamp and i can go through the logs for you.
Regards
Anurag

One agent not receiving the calls in UCCX7.0

Dear All,
Greetings!!
We have UCCX 7.0(1)SR05_Build504 and call manager UCCM System version: 7.1.5.30000-1.
- We have many team with basic IVR options for customers, one of the Team called "customer service". The customer service team have 6 to 8 agents. All have same CSS, partition, CSQ, Resource Groups and Team mapping.
- The issue is, only one agent not able to receive the calls in the team. The user is properly configured in CSQ also the resource group and team configuration is fine. we have compared with working user and found all config is fine.
- The user is logged in properly and always in ready state in CAD, but no call routed this agent and no error message observed on the agent side.
- The user extension is 5154 and the user configured on call manager is Dennis. Fonseca. The UCCX Resource name also showing properly.
- I have collected the MIVR logs and i can see the extension 5154 and agent name. The calls are routing. am not have much idea about MIVR log analzis, so icouldn't find the exact issue.
- Please find the MIVR logs and help me to understand the issue or why the calls are not routing to this agent even logged and ready mode???
Working user name is -
5158 - Gabriela.Quesada
Non-working user name is -
5154 - Dennis.Fonseca
MIVR Logs attached.
Thanks & Regards,
Naveen.S

Hi All,
Thanks a lot your advise on this... the issue has been fixed after restarting the CRS engine..
53278074: Jan 13 09:42:23.568 GMT-600 %MIVR-SS_CM-7-UNK:returning null from ContactMgr.offerResource(Dennis.Fonseca) because esds.size() is 0
Basically, the UCCX Engine is not allocating the Agent (Dennis.Fonseca) to the Queue and that is the reason why is not receiving any calls even the Agent is “Ready”
Thanks & Regards,
Naveen.S

I am facing issue in Receiving incoming calls, Name not getting displayed though the same has been saved in my phone book!! I have done sync from Windows contacts.. please help if some1 knows how to rectify the issue...

I am facing issue in Receiving incoming calls, Name not getting displayed though the same has been saved in my phone book!! I have done sync from Windows contacts.. please help if some1 knows how to rectify the issue...

Has your carrier been having issues with Call Display? Do the telephone numbers come up when people call, or does it just show 'Unknown Number' or 'Blocked' ?

Upgraded to iOS8 and now two iPhones that use the same apple id are receiving the same calls

I have two iPhone 5s, one for work and one for personal use. Since upgrading to iOS8 I am now receiving work calls on my personal phone as well as my work phone , so both phones are ringing at the same time. I'm looking to stop receiving work calls on my personal phone, any help is greatly appreciated!
Thanks,
Ashliegh

I'm sorry, but it isn't a problem, it is a feature. While you may find it something you do not like, then you need to change the settings as I described earlier. This is part of how continuity works.
Apple has never supported downgrading of iOS, so don't expect that to happen. If you have done what I said, the need to create and connect to another Wi-Fi network is not necessary. All you have to do is turn it off. Apple did not program anything wrong.

My husband and I shared the same apple id I accidentally deleted his number from the iCloud And now his phone won't receive phone calls or text what do I do

My husband and I shared the same apple id I accidentally deleted his number from the iCloud And now his phone won't receive phone calls or text what do I do

In preferences turn on iTunes sharing in iTunes preferences and keep iTunes turned on in both accounts. Or better yet put the iTunes library on the main HD rather than in an account and set the location of the library to that location in iTunes preferences.

When receiving an call waiting can't push the hold and answer button.Because: it will put on hold the first caller, answer to the second, but you can't hear the second until you end the first call !!! Anyone has the same problem ? Did anyone know why ?

When receiving an call waiting can't push the hold and answer button.Because: it will put on hold the first caller, answer to the second, but you can't hear the second until you end the first call !!! Anyone has the same problem ? Did anyone know why ?

Contact iTunes Customer Service and request assistance
Use this Link > Apple Support iTunes Store Contact

I meet a lot of 3G signal when a call signal disappears 3G! I read the manuals and anything I find the problem! I do so with other brands and other cell does not, the same goes when I receive a call!

I meet a lot of 3G signal when a call signal disappears 3G! I read the manuals and anything I find the problem! I do so with other brands and other cell does not, the same goes when I receive a call!

Who is your carrier? Are you actually on 3G?
Do you have 3G turned on or off? Settings > General > Network > Enable 3G

Not able to make outgoing calls in iphone4. Regularly i face this problem, at the same time i receive incoming call, can do net surfing, can access email and sms, only outgoing calls get failed every time. please answer to solve this problem

not able to make outgoing calls in iphone4. Regularly i face this problem, at the same time i receive incoming call, can do net surfing, can access email and sms, only outgoing calls get failed every time. please answer to solve this problem

Good day Sidharth Namrta,
It sounds like you are unable to make any calls, but you can recieve them, and everything else seems to work fine. I recommend you use the troubleshooting in the following article to help you get that resolved, named:
iPhone: Troubleshooting issues making or receiving calls
Follow the steps below to resolve this issue. Please test after each step.
Toggle airplane mode: Tap Settings > Enable Airplane Mode, wait five seconds, then turn off airplane mode.
Check your phone settings:
Check your Do Not Disturb settings: Tap Settings > Do Not Disturb.
Check for any blocked phone numbers: Tap Settings > Phone > Blocked.
See if Call Forwarding is turned on: Tap Settings > Phone > Call Forwarding.
Ensure that your software is up to date:
Check for a carrier settings update.
Check for an iOS software update.
Note: Some updates may require a Wi-Fi connection.
If the iPhone has a SIM card, reseat the SIM card.
If the iPhone 4 or iPhone 4s is on the Verizon network, dial *228 from the iPhone and select option 2 to update the Preferred Roaming List (PRL). The PRL determines the cellular towers the phone uses for cellular service, selecting those with the best signal strength.
Reset the network settings: Tap Settings > General > Reset > Reset Network Settings.
Try to make or receive calls in another location.
Attempt to isolate to one network band:
If you're having the issue on LTE, disable LTE, if possible, and try again.
If you're having the issue on 3G/4G, disable 3G/4G, if possible, and try again.
Contact the carrier to check the following:
Your account is properly configured to use the specific iPhone that has the issue.
There are no localized service outages.
Your account doesn't have a billing-related block.
Your calls don't have errors on the carrier system.
Restore the phone as new.
If the above steps don't resolve the issue, go to an Apple Retail Store, carrier, Apple Authorized Reseller, or contact AppleCare to send the phone in for service.
Thank you for using Apple Support Communities.
All the very best,
Sterling

FaceTime on your computer can you still receive phone calls to an iPhone under the same ID

if you FaceTime on your computer can you still receive phone calls to an iPhone under the same ID

You can do this on the phone and the iPad. Settings>FaceTime>iPhone Cellular Calls>Off.

I would like to know how to contact someone in Verizon corporate to file a complaint. I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do. The la

Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you.

Multiple agents receive same call

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