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Hi Dan - Without seeing all the timestamps and call event logs, my first assumption is that call number 2 is not ACD routed to the agent. e.g. Another agent transferred the call directly to this agents extension or DID without regard to status presence.In the screensnip you included, the Duration value is a clue that the alerting interaction may have already been already handled by another.Reviewing the CallEventLog on a sample Call ID would be needed to confirm, or look for other clues.
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