Basic Call Center Feature in CCF
Scenario: Customer A calls the CSR/Call center for specific propose, and in half way the call get dropped off. Client needs a feature where in you can save that information captured in the call. So next time when the same customer calls back you can identify him.
So next time when the CCF application search the same customer A, it will bring the saved one not the one from database.
I know there is a feature to save the session but not sure if its CSR specific or any agent can see this saved session?
If yes, please let me know how to implement this.
There are a few ways you can handle this..
The way in which you handle it will also have a lot to do with what your call / look up procedures are generally.
Most call centers handle this with a notes entry indicating a dropped call and then move on.
There is a configuration in CCF to allow for a Session and its context to be saved, it is Agent specific by default...if you take a look at the AgentDesktopSession.cs file in the reference implementation you can see how the save and restore functions are implemented for the reference desktop..
Another way you can do it, is to override the aforementioned save session logic and implement your own Session Save / Session load services, Server side using the Multi channel adapter or pure web service calls.
The thing to keep in mind in both situations is that these functions are intended to be used as Crash Recovery functions rather then lookup functions.
MattB - MSFT
Hi,
Thnks for the response.My requirment is a little bit specific.
If an user saved one session and on other machine some other user want to open that saved session.
Is it possible ?
Yes, the Session Save an load functions are accessed in the Agent Desktop Sessions .cs module.. if you look in there you can see how to access the CCF Stored Session.. you may need to write your own Storage function though as I dont remember ( and don’t have easy access to a copy of CCF right now ) if it used the Agents ID only to do storage and retrieval
Matt B.
