11-20-2024 07:09 AM
I'd like to build a shortcut to facilitate transfers between CSQs
I was hoping to use the ANI range of my agents and use an if statement to say if the ANI is between x and y skip to jthe Select Resource step using a Label. I also want to make sure that the original callers number is presented to the CSQ_B agent when transferred from the CSQ_A agent. Agent could use the Direct Transfer or Consult button/
When debugging the ANI stays as the CSQ_A agent.
Any help with the logic would be greatly appreciated.
Thanks
11-20-2024 07:49 AM
11-20-2024 08:54 AM
The ANI is set as a String variable and also an Enterprise Call Peripheral Variable
11-20-2024 07:57 AM
If you would like to share the script can help you.
11-20-2024 09:05 AM
You could also create a session based on CM call GUID (get call contact details -> implementation ID). If there is an existing session for the GUID and the value is set a certain way, you could infer that the caller had already been through another CSQ.
11-21-2024 07:06 AM
So I was able to change the ANI to a integer value and then match within a range using an if statement. However I am unable to pass the original calling number, only the number identification from the agent in the other CSQ is present. This is a little problematic as the agents often enter that data in their log or use it to call someone back in the event of a disconnection.
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