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UCCX 7 Agent Routing/CSQ Routing

Hi

can we do this in UCCX ?

If the same caller calls within XX hours after talking to an agent and if the same agent is available call should be routed to the same agent as before based on CLI

Thanks

PW

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UCCX 7 Agent Routing/CSQ Routing

This would require some custom programming and storing the information somewhere off-box and then querying for it.

Chris

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UCCX 7 Agent Routing/CSQ Routing

You could solve this with Sessions.  Just be sure to increase the System Parameter for Session timeout from 30 minutes to XX minutes.

You would need to store the selected resource name in the session object, and then map the sessoin object to the CLI (aka ANI).

Now, at the beginning of each call, you can check the CLI (aka ANI) for an existing Session object.  If it's found, then read out the resource name and then perform a select resource to just that resouce (no queuing available here).  If they are available, then you have accomplished your goal. If they are not available, then you send them to the general queue.

Anthony Holloway

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