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Detailed problem description:- Timeline shows 2 calls have entered from same ANI- Timeline shows 2 IVR channels was utilized- Timeline shows 2 ACD interact- Timeline shows 2 Agents answered the call with a slight time difference- Timeline shows 2 call recordings from both agent who answered the call (one good and one ghost call)- From agent's perspective, one answered the call successfully, and the other answered but did not hear anything (tagged as ghost call)
Business impact /Urgency rationale:
I am weird how this sutuation is possible and help me fixing the issue.
What's your deployment model? BYOC-C or BYOC on premise? How many Edges and trunks do you have? I've seen weird behaviour similar to this on premise where there's some network issue and a trunk will try another Edge but hasn't totally "released" from the original Edge.
We are using BYOC-C model
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