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An agent receives an inbound call from the queue while making an outbound call

Issue: An agent receives an inbound call from the queue while making an outbound call

Root Cause

When an agent initiates a direct call from Lync / Skype for Business, his/hers presence does not change to “In Call” until the recipient answers. During the ringing period the agent’s presence stays “Available”, therefore the agent is still eligible to receive a Connect session.

Steps to Recreate

Ensure a single agent skilled is available and there are Queued calls waiting in a Queue. 
Have the agent place an outbound call from their Lync / Skype for Business client.
While the call is ringing to the called party,  a Queued call will be delivered to the agent as their presence was Available.

Workaround

As this is a limitation of Lync / Skype for Business, the following workaround may be used until a more permanent solution is released by Microsoft: agents can place themselves into a “Busy” presence before making outbound calls through Lync / Skype for Business.

Solution

None, as this is unfortunately a Microsoft limitation.


When to Contact Support
In case of any additional issue or if you have any other questions contact Support.