i'm trying to route calls to preferred agent ID, and i require assistance in configuring it.
I am using queue to agent node, i have created a enterprise skill group. what else should be there.
Thanks in advance,
Just to be clear, this is usually called "Last Agent Routing".
There is no "out of the box" method. You would have to build something.
What identifies the customer? Their ANI? I would not do anything on that.
Entering their customer number at the IVR? OK.
The latter is clearly superior and gives you the opportunity to dip into the database.
When I did this, we used a 24 hour window - if you called back within 24 hours the last agent you spoke to (recorded in a table as teh Peripheral Number, with the Customer ID and a date/time stamp) would be passed up from CVP to ICM and the Queue To Agent node (as I described above) selected the correct agent. If the agent was not logged in, it went a more general skill group. After 20s of queuing against the preferred agent (you can play a special message) it also went to the more general skill group.
Now you are going to ask me how the entry gets into the database. I cannot give you the exact solution I used, but can just indicate possibilities.
One easy way is through a client-side modification. A custom CTIOS desktop can trigger an action on call established to use ODBC to add the entry to a table in a central database. This is pretty easy code to write in VB.NET. The customer number is coming over as a Peripheral Variable. The agent ID (Peripheral Number) is known by the Soft Phone. Away you go. This is really easy. If a customer calls back immediately you can find the "Last Agent".
The Route_Call_Detail table records when routes are completed to an agent with their unique SkillTargetID. The corresponding Peripheral Number can be obtained from the t_Agent table. You are not allowed to write a trigger on this table. You are not allowed to have scheduled jobs that query this table on a regular basis and write the successful routes to another table that CVP might be looking at.