Workgroups WG Calls coming in on Second Line while agent is already on a WG call.

[EJardin]

We have mutiple locations, with a workgroup that has members from two different offices- Site A & B. The Shoreware Director is located at site A. Workgroup members are at Site A and B.

Randomly, 2-3x a week, workgroup members at Site B will receive workgroup calls on their second line while they are logged in and in the middle of a call. The supervisor can see when these second calls come and can say they are legitimate workgroups calls.

when happening, the incident may last about 10 mins or so then everything goes back to normal.

For awhile there we thought that Site B's site was reverting to Hunt Groups but no so in this case. Today person getting calls and yesterday's person getting calls were not in the backup hunt group any way.

Can anybody, please give me some insight... Our vendor hasn't been able to resolve also.

[jeremy]

What software version are you on? Is this similar to the problem you are having?

1-22779591 - Two calls were presented to one WorkGroup(WG) agent at the same time. When the WG call was answered the agent was able to have conversations with both outside parties but the outside parties could not hear each other.

[VonZipper]

We have seen this issue on our system also, and it (to the best of our knowledge and know how) is because of the network between the sites. The phones, switches, and PCM all communicate with the server pretty much continually. If that gets disrupted or is too slow, we will get issues like you have explained. We also have had calls show up in que that have unknown name and number. We traced those back to calls that were all ready handled, and came back because of network issues.