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CRA Scripting

With CRA 3.5(3) we are tryin route a caller who calls back within 30 minutes of their original call ending, back to the original agent that assisted them.

How should we accomplish that?

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New Member

Re: CRA Scripting

You could create a new external DB, record ANI, call time, and the agent ID who handles the call. In scripting, when call comes in, check call ANI and call time with DB, if there is a call with same ANI within 30 minutes, send to the same agent.

Because this DB records all call, the size could be pretty big, suggest purging daily.

Wei

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