05-07-2020 01:03 PM
Hello guys
I have a question about ACD of the UCCX. In case of unlike disconnect, can I configure UCCX version 12.5 to route call of the customer to the same Agent from CSQ. For example Agent have a call from CSQ from Customer _A. Customer told his case and in the middle of the call the customer disconnected due to Connection issue. When Customer_A dial back again can I automatic route call to the same Agent? If it possible save information about customer call for example for 1 hours. When same Customer_A call again CSQ he can route to any other available agent
Thank you
Solved! Go to Solution.
05-07-2020 01:33 PM
05-07-2020 01:33 PM
05-07-2020 02:34 PM
05-07-2020 03:19 PM
06-13-2020 04:57 PM
I am looking for solution about the "last agent call " in UCCX system, I have a question, when customer's first call and queue in a CSQ, how the script do to fetch the exactly agentid or agent extension when this call is answed by an agent?
06-14-2020 04:35 PM
06-16-2020 10:20 AM
Here's an example:
Here are the variables I used:
There are a few extra steps in this that could actually be omitted, but I put them in for the sake of following the flow of logic.
Hope this helps.
-Sean
P.S. This is untested. I just threw it together so you could have a visual reference. I'm sure there a few debugging issues and additional logic necessary for PRODUCTION worthiness, that need to be addressed. YMMV....
06-16-2020 02:51 PM
06-17-2020 10:17 PM
...call it the equivalent of a typo--I don't know what distracted me while scribbling the original down. I finally had some time to go back and debug, and test. This one actually works. (Yeah, nevermind the comment about it being untested...). I just like the challenge of seeing if I can produce the result that the original post sought.
Hope this makes sense. If there is a different/better way to do this, please share.
-Sean
06-18-2020 11:00 AM
Oops! You have the same thing in this revised script too.
Double setting the same variable:
Creating new session when one already exists:
06-18-2020 11:54 AM
...what is the correct/preferred method of adding the Mapping ID to the Session without creating a new Session?
-Sean
06-18-2020 12:47 PM - edited 06-18-2020 03:30 PM
The Session Mapping step of course!
EDIT:
Here's a sample for you to review
06-19-2020 01:27 AM
As always Anthony superb job (+5).
06-19-2020 06:09 AM
06-23-2020 03:52 PM
...so I went back and re-read your previous post and the ones above. I updated my script so it now does not create additional sessions, nor removes / nulls the current session (saw this in my debugging).
Posting this for critique, as I really want to make sure I understand this concept.
....thanks for all the input.
-Sean
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