ACR Setup - Call Profile Issue

[wizzy]

Hello all

I have made an ACR configuration in one PG. This PG has two ACR pilots and two waiting rooms.

The first pilot (A) is used for the direct calls of each agent. This is managed bu 5 statistics pilots that are prior to the ACR pilot A and giving the call a call profile so that call will arrive on a specific agent.
The script that the ACR pilot A runs is the following :

START

APPLY
RULE_ISM CHARACTERISTICS_LIST,
RULE_IDLE_TIME
RESELECTION_TIMEOUT = %10
IF (WAIT >= %40)
APPLY
RULE_REDIRECTION 8517
ENDIF
END

The second ACR pilot (B) is used for calls that do not ask for a specific agent and has only 2 statistics pilots that giving the call the same call profile.
As you can see on the above script, if a call waits about 10 sec. it is redirected on a statistic pilot prior to ACR pilot B.

The issue is that these calls are going on the blocked state of the ACR pilot B. Agents are available to serve calls. It seems that the system does not change the call profile

If I make a call on 8517 statistic pilot, the call will be served, but the redirection does not work.


Any ideas ????

[patmul39]

Hi wizzy, check the following:
1) Try changing the redirection to a normal extension or pilot first and see if that works.