Here is a summary of what we are trying to accomplish:
-- caller calls into a DID
-- caller keys in his/her ID#
-- caller then gets directed to a specific agent that he/she has already been dealing with on an ongoing basis
Here is what I believe should be constructed to handle this:
-- create a CVP application that does the following:
- prompts the user to key in his/her ID#
- do a web service call (via a custom element) that retrieves agent information tied to the specific ID (i.e. DID, Agent ID, etc.)
- caller/agent data would be stored in a CRM tool
- sets session variables with the info retrieved from the web service call
- exits back into ICM
-- construct an ICM script that does the following:
- calls/executes the above CVP application
- uses a Queue to Agent node with a Type of "Explicit agent references" to direct the caller to a specific agent
- agent would always belong to the same skill group, and would only deal with one specific caller
- prompts the caller to keep holding (if agent is unavailable) or offer voicemail
I can construct the CVP application, and can construct the ICM script up-to-and-including the CVP application call, as well as the part after directing the caller to the agent.
What I am having an issue with is determining how to dynamically direct a caller to a specific agent once the call is placed back into the ICM script. Any ideas? Thanks!
