UCCX 8.5 last agent routing

[James Hawkins]

Hi,

I want to create a UCCX 8.5 script that will route repeat callers to the agent they last spoke to if that agent is available. If the agent is not available then the call would go to the associated CSQ which all first time calls get placed in.

I do not want the caller to have to enter the agent extension - they would just call the trigger number as they did for their first call.

I need to do this using the Enhanced version of UCCX so using a database is out.

Does UCCX itself maintain any type of record for this purpose or would I have to try to write this to an XML file somehow?

Thanks!

[James Hawkins]

Hi,

I have just found this thread which discusses the question I asked.

https://supportforums.cisco.com/message/3615472

It suggests using the Session feature to implement this requirement - has anyone successfully implemented this?

[Anthony Holloway]

Yes, I have.  What questions do you have?

Anthony Holloway

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