UCCX - Forward the call to the same Agent

Version 1
    This document was generated from CDN thread

    Created by: Ruslan Amrahov on 17-02-2012 03:26:43 AM
    Hello, Team!

    I have got a case: there is a UCCX IVR that allows user to reach agent. After that Agent forwards the call to other IVR application there user is prompted to enter the PIN. Is it possible to get the caller back to the same Agent which forwarded him to the mentioned IVR?
     
    Thank you!

    Subject: RE: UCCX - Forward the call to the same Agent
    Replied by: Filipe Paredes on 17-02-2012 03:42:56 AM
    Hello, Team!

    I have got a case: there is a UCCX IVR that allows user to reach agent. After that Agent forwards the call to other IVR application there user is prompted to enter the PIN. Is it possible to get the caller back to the same Agent which forwarded him to the mentioned IVR?
     
    Thank you!

     
    Hello,
     
    You can use the CallVariables to fill in the Agent ID that answers the call in the first time, then on the authentication IVR application, you read the CallVariable that has that user ID and forward the call to him.
    To set the CallVariables in IVR you can use the step SetEnterpriseCallInfo or on the Agent directly in CAD (you must configure in the desktop administrator to show the CallVariables on CAD) and to read it in IVR you use the GetEnterpriseCallInfo. To deliver the call to a specific agent, you use the step SelectResource.

    Subject: RE: UCCX - Forward the call to the same Agent
    Replied by: Jawad Bokhari on 24-04-2012 10:02:58 AM
    Did you get any answer for this?
    Please share if you found the solution. It's an important usual request of any customer.