2 Agents answering the same call 3

[telcomwork]

I have a trouble ticket that frequently customer calls are delivered to agent 1 and agent 2. Both heard the ping and the whisper tone for VDN, then answered the call. When agent 1 finished a sentence and paused, he heard agent 2 on the line and realized that the customer was responding to agents 2 conversation.

I have never heard or a problem like this. There are no bridged appreances on their phones sharing lines which is the only thing I can thing of that would cause something even close to this.

Any help is greatly aqppreciated!

 

[CBB]

The person calling in has called in twice and bridged the two calls into a three way call somehow. I spent two days trouble shooting the exact thing. I finally called the customer and he said that he called in a few times and kept getting two agents and then realized that his two line phone was messing up. A friend of mine is a retired tier III from Avaya had a customer call in with the same problem, he told them that this is what was happening. They didn't belive him so he spent two weeks collecting data to prove it to them and had to charge them $30,000.

 

[telcomwork]

What's teh best wat to prove this CDR, or can I capture this in CMS someone with a trace? Thank you!

 

[CBB]

You should see two seperate incoming calls in CDR.
Do you have call recoring or a CTI reporting app like Nice Analyzer or CentrVue explorer.
It may be helpful to call the person, that is what I did.

 

[cyberjamos]

I've seen a network issue that's caused something similar. I used to support a telecoms provider (CPS) and they were in the process of migrating customers from BT to their network as part of the local-loop-unbundling; the network somewhere was splitting the call and generating 2 into the same number which meant that the call centre received the same call twice!! Might be worth considering?

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[telcomwork]

Do you remeber what the provider did to resolve?

 

[cyberjamos]

No it was a provisioning problem but not sure what exactly. As CBB has commented, you should see 2 separate calls being presented to the pbx; if this is the case then at least you know it's not an internal issue

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[FoneFun]

I've had this exact same problem.
In the end, it was because the caller's phone system had some problem and made 2 calls to us. It was most likely something like they had 2 analog lines that were crossed. ie: They'd pick up line 1, then line 1 & 2 would call our call centre and get queued, and two separate agents would get it.
This company would call us frequently and so the problem happened often enough we got complaints.

The only reason we found it was because we had CDR that showed two separate calls on two different channels, arriving at the same time.

Although I don't know the customer's phone system, I did tell them about it and they fixed it. I'm assuming analog lines because I've had crossed analog lines before that generate 2 calls.