2 inbound Call at the same time

My system info

│ PBX in a Flash Version = 1.7.5.5
│ FreePBX Version = 2.8.1.4
│ Running Asterisk Version = Asterisk 1.8.2.1
│ Asterisk Source Version = 1.8.2.1
│ Dahdi Source Version = 2.4.0+2.4.0
│ Libpri Source Version = 1.4.11.5
│ IP Address = on eth0
│ Operating System = CentOS release 5.5 (Final)
│ Kernel Version = 2.6.18-194.32.1.el5 - 32 Bit

Hi there, i have a call center that manage inbound calls, all calls go to our IVR and then pass them to our queue an then finally to each agent.

We are currently experiencing high volume of calls (20-30 simultaneous calls) but we have experienced that agents recieve 2 calls at the same time and they have to reject one of those calls so they can attend the other one.

At this point im kind of confuse whay is happening this. i Will add a screenshot of my queue settings.

Hope someone can help me out on this.

If they receive two calls, then it is the endpoint that accept that.
Check your Call Waiting status for the Extension and the Skip busy Agents setting in the queue.

Hi there Mikael, thanks for the reply.

I checked my extension config and Call Waiting is disable.

The Queue config is “Skyp Busy Agent: YES”. And still have the same issue, but i must clarify that is when we have a high call volume.

Regards.

Still, if the endpoint receives two calls, it is probably because it accepts two calls.
What endpoints do you use?
Upgrade Asterisk, you have an old version (1.8.2.1), it could be a problem in the Asterisk app_queues that was resolved in a later version.