Getting Multiple customers in NotificationApi's Participants

[ayush.dubey]

Hi there,
We have created an integration layer with Genesys notification API. One of the customers in the US cluster is facing the an issue . When an inbound call is received on agent's console we're getting the event for that agent from the Notification API but there are multiple participants in it with purpose as "customer".

Which customer should be selected as the active customer and what are the defining parameters for it?
What are all the scenarios in which there could be multiple customers present for an inbound call?
Has there been any recent changes in Notification API which might be the cause of this issue as we're started to see this issue recently.
Could there be any configurational issues due to which this issue might arise?

[tim.smith]

This could potentially happen if you conference two inbound ACD calls together. If that's not what you're doing, please open a case with Genesys Cloud Care to investigate as we do not have access to your org's data via the forum.

[ayush.dubey]

From all what I know about this issue the customer was trying to make a simple inbound call. However, the ACD is present there. Also the latest customer participant's EventTopicAddress name is "Directory Assistance IL" (may be this could help).