Try to connect caller to the same agent, if connected in the last XX hours

Discussion in 'Ideas' started by Saulius Balciunas, Feb 27, 2017.

Try to connect caller to the same agent, if connected in the last XX hours 4.8 5 5votes
4.8/5, 5 votes

  1. Saulius Balciunas

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    Hello,

    The feature that is asked by 3CX queue users pretty often:
    Try to connect caller to the same agent, if connected in the last XX hours

    Please consider this for future releases.

    Thanks!
     
  2. voiptoys

    voiptoys Member

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    If I understand correctly, you would like to look back in call history (x number of days) to determine which agent took a call most recently from Caller ID number X, and route the inbound call to that agent (if possible).

    This is certainly possible using the 3CX Call Control API, and the Voice Application Designer (VAD), provided the inbound call is evaluated and transferred directly to the agent rather than going through a queue. The queue polling mechanism can't be overridden. The other issue is having 3CX "try" to forward the call to the agent. It's easy enough to check whether the agent is logged into the queue, and/or "Available" prior to sending the caller to the agent. You could have each agent with their own personal priority queue that fails over to the general queue if the agent doesn't answer.
     
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  3. Silly English Kniggit

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    We've also had someone ask for this. We considered using a CFD to do this. It's now been passed to their in-house development team.
     
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