i am having trobule with predictive dialing as stated in the subject... as the dialer dials 3 lines per agent... the first call that gets connected to the agent gets handled... and the callresult field in the dialer_detail table is set to 10 (voice). for the other calls that get routed to ivr since the agent is busy i get a call result 20(abandtoivr) in the dialer_detail table and those clients, regardless of the fact that their calls are handled after zhey are picked up from queue are calld at a later time. Based on my humble knowledge of ICM/CCE this should not be happening. i use a standard reservation script... i also have a script that transfers the call to the ivr when agents are busy... and on the skill group section of the campaign config i set the route point for the agent busy to the dialed number that trigers the transfer to ivr script...
i will attach the screenshots of the scripts and campaign settings shortly.
any help would be appreciated.