Please tell me basic trouble shooting for one call answered by two agent in UCCEnterprise?

Hi,
We using UCCEnterprise. Last day we faced the issue from customer. Issue is "One(same) call answered by two agent?"
Please tell me what are the basic steps I need to follow to resolve this issue.
Thanks and Regards,
Gopi
[email protected]

Is this an one-off occurrence ?
This is quite complicated to troubleshoot and would probably require traces to get into the details.
But yes under certain scenarios this can happen.
Here is one potential scenario that might have happened.
Call comes in from PSTN to the gateway
The gateway sends an admission request to the gatekeeper
The gatekeeper returns the CVP server 1
The gateway extends the call to the CVP server 1
For some reason CVP server 1 does not reply immediately (network delay) so the gateway thinks it is unreachable
The gateway request another CVP server from the gatekeeper
The gatekeeper returns CVP server 2
At that time CVP server 1 sends a reply to the gateway
We might end up having the same call landed on two agents.
However the above is just a scenario and it might not apply in your case. Detailed call flow analysis, version of all the systems involved and detailed tracing from all the components are required to be sure
Regards,
Christos

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Please tell me basic trouble shooting for one call answered by two agent in UCCEnterprise?

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