Hello Nick,
We are using the Genesys integration between CRM and CTI.
We see a new even - REROUTE in the ici trace.When the agent having 4 sessions opened (all 4 opened from the incoming call and the interaction is not cleared but calls are ended) and then when the new call comes in , system not routing the calls to agent having 4 sessions open with ready status. Instead we see in the trace of that particular user an event REROUTE
We checked with our Genesys team and they replied saying "There is no functionality implemented to handle this in the Genesys and this may be caused due to the Multisessioning functinoality".
Can you please help us what is the fix for this if you have faced similar issue.
Also users reporting the calls are dropped even when there are 2 sessions open.
Please suggest
Regards,
Kumar