We have a one-X Agent dilemma.
Each time a direct inbound call is connected to an agent, we wish to capture the entry VDN and use it to do a lookup in our backend database.
This is fine when the call is connected as we can use the %v one-X Agent parameter.
However, when a call is transferred, %v is updated to the line connecting the two agents, and we lose the original one.
I did think that we might be able to write the original %v value to our database on first connection and retain it for the duration of the call, but this hinges on one-X Agent providing a unique call ID which we can store along with the VDN.
Do you have any suggestions as to how we can overcome this problem?
We are using One-x Agent 2.5.20020.0
Many thanks
Nick
Each time a direct inbound call is connected to an agent, we wish to capture the entry VDN and use it to do a lookup in our backend database.
This is fine when the call is connected as we can use the %v one-X Agent parameter.
However, when a call is transferred, %v is updated to the line connecting the two agents, and we lose the original one.
I did think that we might be able to write the original %v value to our database on first connection and retain it for the duration of the call, but this hinges on one-X Agent providing a unique call ID which we can store along with the VDN.
Do you have any suggestions as to how we can overcome this problem?
We are using One-x Agent 2.5.20020.0
Many thanks
Nick
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