0ak13y

I don't know any of you have ever had this problem happen, or know of it happening. This is an s8700. The issue doesn't happen all the time, it is very infrequent. A call will come into the queue and goes to an agent, with in one second another agent is on the line and begins reading their call script. The work around has been to have the other agent drop the call at the first agents request. Any thought..... One other thing that i have noticed has been happening is that customer calls will get sent to the attendant console which gets answered by the receptioninst with the name name of the company I work for, the customer assumes they are calling x company and hears the name of the outsourcer company. Any help would be great....Thanks.

colt45

I've had this a few times where I was able to use Trunk ID, Status Station, etc and found the call actually arrived on two trunks. This could be a caller using 3way calling or maybe a manual line conference where two lines are bridged together on his/her phone. If you can put a "trk-id" button on the agents phone and capture the line(s) it might show two trunks which puts the issue back at the callers end - or maybe in the LD network. Good Luck.

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