Incoming Calls Interrupting Current call

Hi ​@Marcelle,

To help me narrow this down further, could you check a few details?

1. Does this happen on all devices? (Is it only on your Poly/Yealink desk phone, or does it happen on the RingCentral mobile/desktop app too?)

2. Are you using a Bluetooth headset with a "call button"? Sometimes headsets are programmed to answer the "active line," which can cause an accidental switch when a second call rings in.

3. Is the incoming call a "Direct" call or a "Queue" call? (Queue calls often have different rules that override your personal settings).

​@Marcelle, 

Is this the scenario?

You are on a CX call and the a direct call (EX call) comes in and interferes with the CX call?