Since this week, we noticed that calls in a call queue are sent to agents despite the fact that they are in an active call. We use round robin as routing method.
Presence-based routing was off.
In my opinion, calls in a call-queue should not be sent to agents in a call regardless of the Presence-based routing setting. Presence-based routing should only change "busy" and "away" status differently in my understanding. As a workaround, I have enabled Presence-based routing for now.
Any clues on why this behavior changed recently? Anything we can do to revert? A simple web search didn't show anything useful.