I'm looking for an outline, description, or script example of how to route the caller to the last agent they spoke to.
As I recall, we have to catch the sessionID in a variable, and map it to the contact's Caller ID in order to identify the previous agent. Then we would route-to or queue-to that agent as applicable.
Am I on the right track?
You will want an external application or database to assist with this. Without one of these you will face a few problems:
Since you have a Premium license database access is an option. The next question: Is caller ID values sufficiently unique for you? The main issues with using caller ID are:
The ideal scenario is to use a ticket number or other unique identifier that the caller would be provided. The ticket can be queried using a SQL statement to identify the owner's user ID.
Alternatively, some call centers choose to come up with an arbitrary passcode for each agent that changes periodically. Passcodes are more typically used to bypass the queue and return directly to a supervisor for example.
Regardless of what you choose as data, here are the general high-level steps:
Thanks for the detailed info.
Currently we have only Caller ID to work with and I understand those consequences. I'll have to default the caller to the appropriate Select Resource as needed. An account number input on the front-end may be forthcoming.
I'll work on the steps you listed regarding sending the session info to a database entry and then performing the lookup.
Thanks again for the pointers.