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Beginner

CSQ Agents for returning clients

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

 

Everyone's tags (2)
4 REPLIES 4
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Collaborator

Re: CSQ Agents for returning clients

Doing this in a DB is going to make your life much better. What license do you have?

 

david

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Beginner

Re: CSQ Agents for returning clients

How could this be done?
Could I access UCCX's internal database through the script?
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Participant

Re: CSQ Agents for returning clients

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.
-Sean

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Participant

Re: CSQ Agents for returning clients

Here is the method to queuing to multiple CSQs 

This is an alternate method - queuing a contact to multiple CSQs

-Sean

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