Hello, I need to figure out how to prioritize incoming calls from numbers that have already conversed with specific resources to be prioritized to the same resource.
For example, if person A calls agent A at 02:00 PM and the call is over
afterwards if the person A calls the same CSQ at 03:00PM, I want agent A to be prioritized over other agents.
how would this be possible?
my first thought was using an XML file where we kept all the data containing incoming nu
You could use an XML file to do this. Or if you have another mechanism/account number/alternate method to identify the return contact/caller...
This is my method
The subflow that determines the preferred agent resource, uses a session mapping variable with ANI, DNIS, Account number, and Agent ID to determine preferred agent resource.