Is it possible to implement a VAD where a caller being transferred to last agent serviced previous customer call ? Imagine a situation, a customer calls some company call center and speaks to a random agent, explaining a case, etc. (support issue). The customer normally will not remember the agent's name. He gets some directions and after a while decides the call center again. Logically he will reach another agent and has to start explaining the problem again. The manager of the call center would like the caller being transferred to last agent being servicing him and if that specific agent is busy / unavailable to have an option for call back or being transferred to another agent in the queue. Is there a simple and reliable way to retrieve call logs and to search for final destination of previous call from the same caller (based on caller-id) ? I would appreciate any advise.