The scenario is >>>

Customer calls (Toll-free/DID) to reach the contact center and the customer starts his interaction with some agent, for instance, Agent1 and completes his call for the first time. 

Now again when the same customer calls, he/she should be routed to Agent1 with whom he interacted in the previous call.

If Agent1 is available then route calls to Agent1 else route the call in HuntBased/Round Robin method to next available agent.

Is it possible to access Interaction history records?  i.e. Whom did caller last spoke to? Can we access this record through DB operation in Interaction Attendant and get the agent details.  Once the required information is retrieved from Database then route the call to the last spoken agent if available, if not then route the call to next available agent.

Is it possible to achieve this through Interaction Attendant?

The scenario is >>>

Customer calls (Toll-free/DID) to reach the contact center and the customer starts his interaction with some agent, for instance, Agent1 and completes his call for the first time. 

Now again when the same customer calls, he/she should be routed to Agent1 with whom he interacted in the previous call.

If Agent1 is available then route calls to Agent1 else route the call in HuntBased/Round Robin method to next available agent.

Is it possible to access Interaction history records?  i.e. Whom did caller last spoke to? Can we access this record through DB operation in Interaction Attendant and get the agent details.  Once the required information is retrieved from Database then route the call to the last spoken agent if available, if not then route the call to next available agent.

Is it possible to achieve this through Interaction Attendant?

The scenario is >>>

Customer calls (Toll-free/DID) to reach the contact center and the customer starts his interaction with some agent, for instance, Agent1 and completes his call for the first time. 

Now again when the same customer calls, he/she should be routed to Agent1 with whom he interacted in the previous call.

If Agent1 is available then route calls to Agent1 else route the call in HuntBased/Round Robin method to next available agent.

Is it possible to access Interaction history records?  i.e. Whom did caller last spoke to? Can we access this record through DB operation in Interaction Attendant and get the agent details.  Once the required information is retrieved from Database then route the call to the last spoken agent if available, if not then route the call to next available agent.

Is it possible to achieve this through Interaction Attendant?

The scenario is >>>

Customer calls (Toll-free/DID) to reach the contact center and the customer starts his interaction with some agent, for instance, Agent1 and completes his call for the first time. 

Now again when the same customer calls, he/she should be routed to Agent1 with whom he interacted in the previous call.

If Agent1 is available then route calls to Agent1 else route the call in HuntBased/Round Robin method to next available agent.

Is it possible to access Interaction history records?  i.e. Whom did caller last spoke to? Can we access this record through DB operation in Interaction Attendant and get the agent details.  Once the required information is retrieved from Database then route the call to the last spoken agent if available, if not then route the call to next available agent.

Is it possible to achieve this through Interaction Attendant?

The scenario is >>>

Customer calls (Toll-free/DID) to reach the contact center and the customer starts his interaction with some agent, for instance, Agent1 and completes his call for the first time. 

Now again when the same customer calls, he/she should be routed to Agent1 with whom he interacted in the previous call.

If Agent1 is available then route calls to Agent1 else route the call in HuntBased/Round Robin method to next available agent.

Is it possible to access Interaction history records?  i.e. Whom did caller last spoke to? Can we access this record through DB operation in Interaction Attendant and get the agent details.  Once the required information is retrieved from Database then route the call to the last spoken agent if available, if not then route the call to next available agent.

Is it possible to achieve this through Interaction Attendant?