Desktop: Agent cannot receive a second call while on an active call
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Desktop: Agent cannot receive a second call while on an active call
| Problem Summary | An agent is on a call. A second agent (or supervisor) tries to call the first agent but receives a busy signal. |
|---|---|
| Error Message | None |
| Possible Cause | If the agent is logged in to a phone that has the Busy Trigger set to 1 in Cisco Unified Communications Manager (Unified CM), that agent can only have one active call at a time. If another agent calls the first agent, the second agent receives a Busy message in the Call Control gadget on the Agent Desktop. |
| Recommended Action |
In Unified CM, configure the agent's device as follows:
If Busy Trigger is set to 2, the agent can receive a second call. Finesse supports a maximum value of 2 for these settings. |
| Release | Release 9.0(1) |
| Associated CDETS # | None |
