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New Member

Rooute caller to same agent he talk at previous call


I work with IPCC Enterprise (ICM 4.6.2).

I wonder to know if i can route caller to same agent this caller talk at previous call.

situation: caller call and route to an agent. after 2 hours the same caller call again and i want he arrived to the agent he route at previous call.

It is possible? if yes how i do that.

New Member

Re: Rooute caller to same agent he talk at previous call

Yes. But you need to do database Dips. You could use IVR to do this database dip. Dip into the TCD (t_Termination_Call_Detail) and get the AgentSkillTargetID for the last call with the ANI of the caller. Using the skilltarget ID, get the Peripheral Number and Name from the t_Agent table. Pass it in a variable to ICM. And you could use the QueueToAgent node to either queue the call to him or use the dynamic label to send the call to the agent.It works fine. I am doing the same for another customer

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