Calls are coming to the agent although he has outgoing call

[bghayad]

Hello;

VERSION: 2.4-309a, BUILD: 110430-1642, GoAutoDial CE 2.1, 2.6.18-238.9.1.el5.goPAE (SMP), Intel(R) Core(TM) i7-3770 CPU @ 3.40GHz, Single Machine

If the agent placed outside call from the IP Phone itself directly (pickup the handset, dialed the number and he is talking with the person, nothing from the desktop), then it is getting incoming calls although the agent is talking at the Phone. How to overcome this? Is the only solution that the agent should press Pause before placing outside call from the IP Phone directly?

Regards
Bilal

[williamconley]

True. They should push pause before making the call. If they don't, you are allowed to smack the back of their head with a pizza box. I checked the rules. It's true.

Failing that, The Vicidial Group recently added a calling method that (if I recall correctly) allows manually dialed numbers (from the phone) to be treated as inbound calls by Vicidial! Which would then (I presume) show the agent as busy.