Routing a call in the IPCC environment involves the following
Routing client, which involves CCM, IP-IVR, PSTN (NIC), and other ACDs
Device target on the CCM
Essentially, when a routing client makes a request for a route from the ICM platform, it receives the response and delivers the call to the specified destination. If an IPCC agent is available, ICM software routes the call to the device target
(phone) on the CCM (device targets are dynamically associated with the agent when the agent logs in to the system). If an agent is not available, ICM software can be scripted to route the call to the IP-IVR, where it is queued until an agent
If you want to keep the agent and calling ID for past calls, you probably need to save them into external DB, so when new call comes in, check this DB to find out the agent who handled this ANI before, and route to that agent.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...