Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hieutx on June 06, 2017, 07:56:03 AM

Title: Routing point spec
Post by: hieutx on June 06, 2017, 07:56:03 AM

Hi all,

I want to create scenario routing to the agent served on the previous call.

please help me.

Title: Re: Routing point spec
Post by: Kubig on June 06, 2017, 08:30:19 AM

Use LastAgent function

Title: Re: Routing point spec
Post by: hieutx on June 06, 2017, 09:04:58 AM

Hi you,

thanks for support.

I find that i don't see this function. please send to me info detail.

Customer A send request and be served by agent X. When Customer A send request again, Agent X will be selected.

do it resolve this problem?

Title: Re: Routing point spec
Post by: Kubig on June 06, 2017, 10:18:46 AM

Yes, it will solve this situation. In case, you have installed UCS, than just use UCS for this purpose (LastAgent field is already there). In other cases, you have to achieve that through another way - for example storing the information to the database.