Idea for redesign:
All Calls are in a global list. The calls knows what state it's in, so if the call is on the phone with an agent, or if it's not taken out of the callqueue, or if its parked by an agent. The call should also know if it has been assigned to an agent, and which one, and the agent should know which calls there is assigned to him.
When an hangup-Event comes in, it looks at the global list to see what state its in, and if it has been assigned, it goes into the agent, and removes the call, and last removes the call from the global list.
Idea for redesign: All Calls are in a global list. The calls knows what state it's in, so if the call is on the phone with an agent, or if it's not taken out of the callqueue, or if its parked by an agent. The call should also know if it has been assigned to an agent, and which one, and the agent should know which calls there is assigned to him. When an hangup-Event comes in, it looks at the global list to see what state its in, and if it has been assigned, it goes into the agent, and removes the call, and last removes the call from the global list.