Hi guys,
I have the following issue: I am trying to route to a not ready ACD set (Intercommunication WDE RSI with a TRoute based strategy attached). In theory this would be no problem.
I have 3 nodes, let us call them N1, N2, N3. N2 and N3 communicate through N1.
The problem (using WDE TeamCommunicator strategy with TRoute):
- agent 1 in N1 can call not ready agent 3 in N3 no problem and viceversa
- agents in the same node N1, N2, N3 cannot call a not ready agent in the same node
- agents in N1 can call not available agents in N2 and N3
- all scenarios in ready work
Direct call not using internal targets in WDE work regardless the state ready/not ready as expected.
For WDE 3 RSIs are configured one per node.
In WDE:
intercommunication.voice.routing-based-targets = Agent
intercommunication.voice.routing-points = RSI1@N1, RSI2@N2, RSI3@N3
Same strategy is loaded on all 3 nodes.
RSIs have appropriate rights on all nodes.
Any ideas?
Thanks.