12-03-2018 04:14 AM - edited 03-15-2019 06:44 AM
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,
Solved! Go to Solution.
12-03-2018 11:39 AM
@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?
12-06-2018 07:03 AM
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.
12-03-2018 06:53 AM
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
12-03-2018 11:39 AM
@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?
12-03-2018 11:54 AM
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,
12-05-2018 10:47 AM
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.
12-05-2018 08:54 PM
Hi All,
As per my knowledge PCCE 11.6 can't support ICM DB Lookup . we need to try other option .
12-05-2018 11:56 PM
Hi Ramamoorthy ,
Yes this is the case, so what shall we do ?? is there any way to do it on CVP ??
regards,
12-06-2018 07:03 AM
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.
12-06-2018 03:37 AM
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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