Skype for Business, Response Group Agents Hear Beeping

Why do agents hear beeping while they are in calls with customers?

The Response Group is using "Attendant" as the call distribution method.  Calls are presented to all agents, even if they are already in another phone call (the agent's presence is ignored).  Agents will hear beeps for every new incoming call.

If this behavior is not desirable, the Response Group may be switched to another call distribution method, which takes the agent's presence into account.  A common method is "Parallel."  Agents will need to ensure they are available (presence shown as green), in order to receive calls.

To make changes to Response Groups, requests will need to be coordinated through your Pinnacle Department Manager.

Here is the list of call distribution methods: