- Silver, 250 points or more
We have a scenario where calls received by an agent may need to be transferred to another CSQ, by the agent transferring the call to another Route Point. Is there a way, in the script of the destination CSQ, to identify that the call has been passed from an agent in another CSQ, and therefore take different action, e.g. increase Priority?
I've done something similar before when passing parameters between different applications by using the Implementation ID as a mapping ID in a session variable, but this is for IVR handling before the call is passed to the agent. Once the agent receives the call, would the Implementation ID change?