11-11-2019 02:08 AM
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
11-11-2019 05:44 AM
11-12-2019 04:00 AM
11-11-2019 01:23 PM
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
11-13-2019 07:14 AM
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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