We have a multisite setup with a split rogger model.Each site has a cvp and a call manager cluster.We have a cvp comprehensive model with icm running on 7.5 version.What we are trying to achieve is
1 Calls at site A should be answered by agent in site A and then if the agents are not available or busy calls has to be checked against a skill group in site B ccm pheriperal.
2 If i dont find any agents in both locations i queue the call at the cvp.
What am i doing.
1 I have a first check against a skill group and then i have a if condition saying if agents in SG Site b availavle>0 route it there.
2 If not queue the call at Site A CVP with EWT value send.I am queuing the call with a Run external script and wait node reconnecting it back to the same Run ext script.
For some reasons when the site B agent becomes available the calls are not getting routed to him.
When i have the wt connect to the first skill group(creating a loop) the agent of site B gets the calls but with a delay of 5 to 6 seconds.
The problem with this scenario is reporting is going for a toss and AHT also is a problem.Any suggestion on scenario 1 as why this is happening or am i hitting a bug here.
Thanks for your replies.