Route Call to Agent Using Login ID

[maxster]

We have a customer with 400+ agents who wants to be able to route a call to the Login ID. We cannot use pos ID as the agents can sit anywhere in the building. Also the customer wants to preserve the individual call stats.

The customer has a third party name dialler which recognises the agent name and has a database of agent name and login ID. Currently we dial a CDN and pass the login ID via DTMF digits. The associated CC6 script collects the digits and then routes the call.

The question is can we somehow just dial, perhaps using a feature access code, the agent direct using the login ID?

The connection to the IVR is multiple iSDN links using Q sig.

 

[effort1584]

You can do this a couple of ways. Both use HDX (Host Data Exchange) / DIW (Database Integration wizard). One way the Dialer would pass data in the HDX TAPI string to the contact center which would then queue the call to the agent. The other would be to have the dialer populate a databsae with the caller id and agent id and when the call is transferred to the CDN the contact center would look up the caller id to get the agent id and then queue to agent.

 

[maxster]

Thanks 'effort1584'. So reading between the lines there does not appear to be a way to just dial the Login ID?

 

[Utreg]

You can assign a Personal DN to an agent (create a phantom in the CS1000 and associate it in the CCMA webclient to an agent). When logged in the phantom routes to the (DN of the) set where the agent is logged in so the agent can be called.
If relation to Login ID has to be maintained choose an unused number in the CS1000, use that as the leading digit and use the Login ID as closing digits.
Or create scripting where 'QUEUE TO AGENT <agent_id>' can be used...

 

[maxster]

Thanks 'Utreg' What we have set up is a script which uses 'QUEUE TO AGENT' and we tone down the Agent ID.

This seems to work OK accept where the agent is busy but we have a plan for that.

 

[effort1584]

The Agent ID is not dialable from the CS1K. The only way to get a call to a specific login ID is to use the Queue to Agent command in the contact center.