Hi there,
we have got a serious issue with a Meridian 1 81C Release X.25 and GCTI 5.15 via MLink.
The configuration is as follows:
3 different agent teams A, B and C.
6 route points (3 external route points, 3 for internal usage)
1.
Caller calls on routepoint 1 and is offered to an agent in team Sales.
Team External Route Point Internal Route Point
Sales (A) 1 4
Tech (B) 2 5
Vaild (C) 3 6
2.
SalesAgent finds out that the caller chose the wrong line. The agent now wants to re
oute the call to the Tech Team. He therefore can make use one of the internal routepoints and forward the call to another team (in this example he would use rp 5).
3.
Agent uses CFW [routepoint 5] to route the call to the Tech team.
The issue now is that not Genesys seems to route this call. It seems as if the CFW is handeled by Meridian's default ACD / CDN functionality. The forwarded call is not offered to the Tech agents but to the configured default ACD. If you CFW to one of the routepoints Genesys does not get the call. The call is handled by Meridian's default ACD functionality. This is only true for calls send to the routepoints via CALL FORWARD. Once you call one of the internal RPs directly everything works fine. So there seems to be no problem with the configuraiton of the RPs itself. Also the strategies work fine.
Our integrator told us something about a signaling problem between Meridian and GCTI on CFWs. Any idea? Any solution? Somebody the same phenomenon?
Regards,
Ralf
