Hi Everybody,
I have a serious problem in an environment I set up as Testing Lab (ERS 6.1 and Definity G3Si R9):
Every Agent receives calls even if he is responding at a previous call ERS routed to him: the secon call routed by genesys arrives on the second line of agent phone (CallMAsterV). I controlled PBX settings and did a lot of tests using PBX ACD system and without using genesys I receive only a call per agent at the same time. I'm using a strategy routing calls to an agent group using max statTimeInReadyState (to address calls to the least occupied agent ut is it correct? Or Do I have to use another stat in IRD?). Also in CCPulse I noticed that Agent Status looking at monitor extended currrent status doesn't change from WaitForNextCall to NotReadyForNextCall as a call arrives and he answers (instead when he makes an outbound call he is not ready for an inbound call), so I'm thinking that even the stat I use in ERS (I read that the stat I'm using counts time between Agent Ready for next call and Agent Not ready for next call) doesn't work because agent is never in NotReadyStat looking at CCPulse he becomes busy, red square instead of green one, but he goes never in NotReadyForNextCall (Agent mode is setted as AutoIn on PBX). I don't understand if this is a bug or I must change something in stat server I read about Agent Priority Tables, but I don't understand if there is a problem in those settings and I should change them.
I hope someone will help me to solve this problem,
thanks,
Alex
