Issue

Agents using Flex report receiving two calls at the same time, or being shown as "on a call" when they are not. This typically occurs when an agent is handling an inbound call and is also assigned a callback (outbound) task. You may notice this issue when using Flex with callback features enabled, and agents unexpectedly receive multiple call tasks at once.

Product

Twilio Flex

Cause

This issue occurs because, by default, Flex and TaskRouter workflows may allow outbound callback tasks to be assigned to agents even if they are already on an active inbound call. The workflow may not be configured to restrict outbound task assignment based on the agent’s current activity or availability status.

Resolution

To prevent agents from receiving multiple calls at the same time, update your TaskRouter workflow to use activity-based routing. This ensures that tasks (including callbacks) are only assigned to agents who are in the correct activity state (such as "Generally Available" or "High Value Tasks").

Steps:

1. In your TaskRouter workflow (e.g., AssignToAgent), add a conditional statement to the routing steps.
2. Use the AND operator to include a check for the agent’s activity. For example:
   worker.activity_name in ['Generally Available', 'High Value Tasks']
3. Adjust the activity names as needed to match your organization’s states for agent availability.
4. Save and deploy the updated workflow.

This configuration will ensure that only agents who are available (not on another call) will receive new tasks, including callbacks.

Additional Information 

• For more details, see Activity-based routing documentation.
• If you use custom plugins or automations for outbound tasks, review their logic to ensure they respect agent availability.