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Beginner

Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Dears,

 

I have the below requirement:

 

if a client calls in within the same day, this client should be routed to the same agent if the agent is available.

 

is there any way to implement this ???

 

Appreciate your valuable feedback.Contact Center

 

Kind regards,

Everyone's tags (1)
2 ACCEPTED SOLUTIONS

Accepted Solutions
Participant

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day


@david.macias wrote:

How I would do it.

 

Have a job which pulls out all the ANI of customers and associated agents and put it into a new table. Use a DB Lookup node in ICM scripting to find ANI and agent ID. Use a queue to agent node using the agent ID.

 

david


What tool would you use for that?

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Contributor

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Do the same thing in a Call Studio VXML app. Use the database feature to insert/lookup records and then based on what you find, pass the values back to ICM and use it in the logic that David outlined.

8 REPLIES 8
Collaborator

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

How I would do it.

 

Have a job which pulls out all the ANI of customers and associated agents and put it into a new table. Use a DB Lookup node in ICM scripting to find ANI and agent ID. Use a queue to agent node using the agent ID.

 

david

Participant

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day


@david.macias wrote:

How I would do it.

 

Have a job which pulls out all the ANI of customers and associated agents and put it into a new table. Use a DB Lookup node in ICM scripting to find ANI and agent ID. Use a queue to agent node using the agent ID.

 

david


What tool would you use for that?

Please remember to rate useful posts, click on the stars below.
Beginner

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Thank you for your feedback, but how do you pull out all the ANI of customers and associated agents and put it into a new table.

 

And is it possible to create a new table in awdb??

 

Appreciate your prompt feedback.

 

Regards,

Contributor

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Cisco recommends to not insert/modify tables in awdb (nor hds for that matter) since they are designed specifically for their tables, you'll probably want to do this on a separate server/database.

Highlighted

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Hi All,

As per my knowledge PCCE 11.6 can't support ICM DB Lookup . we need to try other option .

Beginner

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Hi Ramamoorthy ,

 

Yes this is the case, so what shall we do ?? is there any way to do it on CVP ??

 

regards,

Contributor

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Do the same thing in a Call Studio VXML app. Use the database feature to insert/lookup records and then based on what you find, pass the values back to ICM and use it in the logic that David outlined.

Cisco Employee

Re: Packaged CCE 11.6 - route the call to same agent if the client calls more than one time per day

Hello!

 

Context Service feature can be used to meet your requirements. 

Have a look here https://developer.cisco.com/docs/context-service/#!context-service-overview/context-service-in-2-minutes

It should be possible to script routing based on latest interaction with a customer (latest POD).

 

Hope that helps!

Aleks

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