ICCX Direct Agent Transfer

Unanswered Question
Sep 22nd, 2010
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Have a requirement to insert a SQL query in a script to determine if an agent has previously handled a customer contact (based on caller entry of ID or case number) and then route the caller to that specific agent.

Has anyone any information on how to do this?  Can it be done?  this is for IPCCX 5.0.2

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