Reconnect callers to the same agent

How to customize the Reconnect action in your call flow to route callers to the same agent.

The Reconnect action in your call flow gives callers the option to speak to the same agent they spoke to on a previous call. When reaching the Reconnect action, the caller will hear the following prompt:

I can see you recently spoke to one of our agents. Press 1 if you'd like to be connected to the same person. Otherwise, please hold.

If the caller presses one, the system will start connecting them to the agent they most recently spoke to. If the caller doesn't make a selection, the call will proceed to the next action in the call flow.

How Reconnect works

When a call reaches the Reconnect action in a call flow, the system searches your call logs to see if there is call that matches the caller's phone number, and then determines if the call meets the criteria you have configured for the action.

For example, you can search for inbound and outbound calls within up to 3 days ago. If the number calling is found within those parameters, then the caller will be presented with the option to speak to the same user again. If it's not found, then the caller will proceed to the next action in the call flow.

If there are multiple calls in your logs that meet the criteria, then the user who took the most most recent call will be the one who gets the Reconnect attempt.

Reconnect settings

You can customize the following settings:

Use this setting to narrow down the search based on direction/destination.

  • All - Searches all calls within the specified time frame below

  • Inbound Calls - Searches incoming calls made from the caller to any of the phone numbers on your Telzio account

  • Outbound Calls - Searches outgoing calls made from any of your Telzio phone numbers to the caller's number

  • To/From the Same Number - Search calls that made to or from the same number on your Telzio account

  • From this Call Flow - Searches calls that have previously connected to this call flow

Search Calls From

Use this setting to narrow down the search based on time. You can search for calls that occurred within the last hour or as far back as three days.

For example, if you configure it to look 1 day back, then it will only search through calls in your logs that happened within the last 24 hours.

Reconnect To

Use this setting to narrow down the search to groups.

If you don't choose any user group in this setting, the Reconnect action will consider calls with any of your users in.

Timeout

This setting defines how long the Reconnect action should attempt to reach the user before moving on to the next action.

If the user doesn't pick up within this time, the caller will hear the following message before the call proceeds:

Sorry, but the last agent you spoke to is not available at the moment. Please stay on the line, while we connect you to the next available agent.

Following the announcement, the call will proceed to the next action in the call flow.

Hold Music

This setting specifies the hold music that plays for the caller while attempting to reconnect to a user.

You can choose between a selection of songs provided by Telzio, or you can upload your own music under Account Settings.