Ruslan,

You would need to get the Resource ID, from the Select Resource step, into a variable. Put that into session before connecting to agent. Then when the agent transfers call to the PIN application, place the agent into a Work mode (CSQ level setting). When the caller is done with the PIN, the code can get the Resource ID from session and do a Call Consult Transfer or Redirect back to the agent who is in Work mode and will not get new calls.

Since the Redirect back is not queueing the call, the agent being in Work mode will not stop the call from getting thru.

Question, why not just have the caller enter the PIN before getting to the agent in the first script?

Ruslan,

Yes, the Redirect back to the agent would be a Non-ICD call on the agents ICD line.

The problem being that once the call has gone to another app, the agent is free to take the next call from the main queue. Since you want the caller to come back to the same agent, within a reasonable amount of time, you need to do this.


Now, what you could do instead is have the Agent CONFERENCE in this PIN capture app while talking to the caller. Would need to test this, as I have never done this. But I believe that the conference would allow the caller to enter digits and have the PIN Capture app understand them. Then the agent could drop the conference or the PIN Capture app would just end normally after setting some Authentication value in the Session.

I assume that the agent does not get the PIN value itself but the positive or negative Authentication value that the PIN involves.

Ruslan, 
 
I have corrected your scripts somewhat and commented heavily in them. 
You would run them in order, 1 then 2. Assuming that no PIN capture is done in 1. You will see when you open the zip. 
This is as much as I am going to help, otherwise I would be writing the whole thing for you. 
 
To all, I wrote this as an example of how to use Session in a set of scripts. 
 
Steve

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Ruslan,

Go back to my first post where i tell you to change the CSQ to use Automatic Work.

This will put the agent into Work after the call completes and solve this problem.