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New Member

session concept in IPCC call flow programming

Customer has this requirement:

Caller calls in and enter his employee ID, if IPCCdetects this is an abandoned call(for example this caller called 30 minutes ago and entered the employee ID , but he hung up) and all the agents are busy, system will treat this as a higher prority caller and transfer to agent whenver agent is free. If IPCC detects its a new call then just treat it a regular call. I think this is done by session. BUt I don't know how to do that. Can anyone give me a simple example to make me clear? Thanks a lot.

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Anonymous
N/A

Re: session concept in IPCC call flow programming

Here is a link for Scripting on Session concept in IPCC.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_technical_reference_

New Member

Re: session concept in IPCC call flow programming

But this link doesn't work.

Bronze

Re: session concept in IPCC call flow programming

You will have to create a Session Map in the script, mapping the Employee Id.

The CRS system assigns the same session if the call comes within the half hour.

Now when a new call comes in, get the employee id, then get session info. compare the mapped value (if present ) with the new id entered, if they match, set the priority if they dont match, set the session info and proceed with the call normally.

HTH

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