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  • Route call/email to same Agent from last interaction?

    Hello,

    Is it possible to route a call or email to the same agent they previously spoke to?

    E.g. Email queue customer email is replied to by Agent 1, customer replies again and ShoreTel will then wait until this agent becomes availible (for so long) until offering it to another agent.

    Or, a call comes in and it knows the last agent to speak to this customer was Agent 1 and Agent 1 is availible so the call is routed to them.

    Thanks

    Matt

  • #2
    You would have to do this by tracking inbound ANI / sender email address and assigning a skill preference for the agent in question i believe, this may be possible but is going to be rather difficult to implement successfully.

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