IPOCC queue full rolling over even when Queue factor not reached

[dgilmo]

I have a customer with an IPOCC at 9.1.9 and they are reporting that despite all agents being logged in and their call reporting listing call traffic as being well within the programmed queue factor, agents are still rolling though to the reception extension (which it is meant to do only if the queue is full.) Right now the queue factor is 15.

I need some advise as to how to approach troubleshooting this.