I have a strange and interesting problem: A new inbound call comes in. The receptionist answers the call and transfers the call to an extension. A few minutes later, another new call appears to come in. The caller ID of this call, appears to be the same as the first call. The receptionist answers the call and she is now connected to the first call. She is connected with both the outside caller and the person at the extension that she transferred the call to. All parties are confused.
I have calls configured, so that if the receptionist does not answer, then the call goes to an IVR. When this new call appears to come in, if the receptionist does not answer, then the IVR picks up. both parties can now hear the IVR. When this happens to the receptionist, she simply hangs up and the call can continue. When it gets to the IVR, it’s really frustrating, because there is no way to ask the IVR to simply hang up. You keep hearing the IVR wait for a response.
Can anyone help me diagnose this? It is very intermittent. It only happens on some calls, not all. Sometimes it happens a few minutes after a call, sometimes it happens an hour into a call.