We have a client who wants to speak to a certain engineer right away (skip waiting in the queue), and if he is currently on a call then go into the queue. Is it possible to setup such a scenario by incoming caller id? If we created an XML document possibly that the ACD can check and if the caller ID matches this client send it to said engineer?
Any help or guidance would be greatly appreciated.
If your caller ID to resource match is small then yeah create an XML file, but if it's of any significant size I would push this out to a DB. On incoming call you can check if they are in the DB and if not write a record. When they land at the desktop update who they are talking to. This would then update to a new resource if the call gets transferred. Then when a call arrives again you do that DB read and if you find a match you send to the resource.
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