I would recommend taking a look at the Utilization settings for the Org, as well as for any agent who has been experiencing this issue. I have attached a screenshot below of the settings that I have in my test org. I believe these are the typical defaults.
You'll want to make sure that the number to the right on the Voice line is set to 1 so that agents are only working on one phone call at a time.
One other thing that I would suggest is to screenshare with an agent that is experiencing this issue. It's possible that they are not calling out properly on behalf of a queue, and thus are not on an ACD call, which could be a cause for another call ringing through while they are on the initial call.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 09-12-2025 14:52
From: John Butine
Subject: On-Queue and making Outbound calls
Our agents have been reporting this off and on for a bit now and have been going off-queue when making outbound calls so that they don't get anything inbound while interacting. In testing I have not been able to replicate the issue. Our managers are wondering about the effect that being off queue for lengths of time has on reporting, and that's why this was brought to my attention. I didn't think that new ACD inbound calls would present while on an existing outbound call either, so that's why I reached out here. I might have a few agents test and see if we can track the issue a bit more, but wanted to make sure that my understanding of routing was accurate.
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John Butine
IT Support Specialist
Original Message:
Sent: 09-12-2025 14:41
From: Jason Kleitz
Subject: On-Queue and making Outbound calls
Hello John,
That doesn't sound like normal functionality. Is this happening with all agents? Is this a new development and if so, when did this start happening?
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 09-12-2025 14:25
From: John Butine
Subject: On-Queue and making Outbound calls
Hi all,
I'm having an issue where agents who are making outbound calls on behalf of a queue, while toggled on for "On-Queue" are still getting calls that ring through to them from said queue. When they do not pick up this call, as they are already on one, they are kicked into "Agent Not Responding" after the outbound completes. Is this a common occurrence/ normal function and an agent should take themselves out of queue when making an outbound call on behalf of a queue, or should it not be doing this?
#Routing(ACD/IVR)
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John Butine
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