UCCE send a caller from agent to IVR and back to the same agent

Hello,
I am trying to come up with a way to implement the following logic in UCCE 7.5 with IP IVR 7.0
A caller gets to an agent and requests a service that requires identification
The agent sends the caller back to IVR for identification
UCCE reserves the agent. If caller hangs up the agent is chaged back to ready state.
After authentication the caller is taken back to the same agent.
I am not sure how to do steps 3 and 4. I need to be sure that the agent will be available to take the call and not make the customer wait again in queue. I guess I just need a variable to store the agent ID and pass it to the other script so it can make a queue to agent step, but then how do I make the agent reserved or not ready (so he's not taken by another call) and then present the same call back to him? Then I need a way to monitor the customer's activity in IVR and notify the agent if the customer dropped the call.
Tough one...
Stoyan

Hi Stoyan
I've been looking into the same thing, did you find a solution yet? I had considered letting the Agent do a transfer to the IVR, collect the Agent ID (or if possible the instrument number they were currently logged in with) for routing back to the Agent. Set the Agent to permanent Not Ready so they don't receive any other Contact Centre calls. Let the IVR play out as long as it takes without having to calculate for retries etc. or leaving long delays before the agent can be reached again. If I could only set the AgentID in the transfer script I would perform a database lookup on the ICM real time tables to find out what extension they were currently logged in with and route direct to that (reachable even if in the Not Ready state). The main implication of this would be that I would lose visibility of the remainder of this call with regards the skill group statistics. However, the default skill group could be set for each agent to account for this....not ideal as reporting would become more manual but still recorded at some level.
Regards
Brenda

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UCCE send a caller from agent to IVR and back to the same agent

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