I remember covering and testing session managment in my UCCXD training course. It seemed very useful and i remember thinking why dont more call centres use this.
the application of the test script was to read the previous account number that was input from a previous session.
The way i would like to use it is for an instance when a caller goes through IVR to be queued on a CSQ, whilst on hold they get cut off (go through a tunell lets say). I want them to call back, get a prompt to say welcome back, your session will be resumed and they are put back in the CSQ they origionally chosen. Ideally i would like to maintain the position but im not fussed.
Will i use the session mapping step to add the selected CSQ to the session id to achieve this?
Has anyone done this before?