Hi All
I faced with interesting trouble: there is a agent group in environment. Every agent in it and place for corresponding agent has capacity rule assigned for voice and chat. Some of the agents logged in with voice channel only (or with voice&chat, but voice state is Ready and chat state is Not Ready), some of them is logged in with voice&chat=Ready.
The thing is that agent state (ready/not ready) is considered according to state of voice channel! More over, if agent is logged in only to voice without multimedia and agent is in Ready state, then statserver returns Ready state for URS when multimedia distribution is executed.
This result in to: even my agent is ready for voice and they didn't log in to multimedia channel, URS will distribute multimedia interaction for him. CCPulse even doesn't show multimedia channel for such agent, because this agent logged in only for voice. But capacity snapshot shows that agent has routable chat interactions according to capacity rule!
From statserver user's guide i'm aware on that place status is taken from status of voice DN. That's why statserver/urs tries to route multimedia interactions to incorrect targets.
But, reasonable question is: is it possible to check media availability for agent and its correspondence to media type of interaction automatically? the one solution that i see is to build dynamic target group based on media statistic for current interaction.
Any suggestions, please help.
