3CX Call Control API - Transfer or Divert?

[Yoyoboy]

Hi,

I'm looking to build the following flow. Let me know how this can be achieved with call control API/PBX configurations.

1. An incoming call lands to a DID.
2. The call should keep ringing. What API should I call here?
3. In the background, I need to create a virtual extension realtime using available agents from a CRM which I get from a CRM API. I suppose I should create a Call Queue real time here.
4. Connect the incoming call to the Queue. I am not sure if I should use divert call or transfer call method.

 

[edossantos]

Hello @Yoyoboy,

When the call arrives to 3CX, it will be redirected to an extension according to your inbound rules. You can't keep the call ringing without sending it anywhere... So you can for example connect it to a Digital Receptionist, and configure the Digital Receptionist to play a ring back tone during a few minutes...

Then, using the 3CX Call Control API, you can monitor active calls in real time. When you have a call waiting in the Digital Receptionist, you can query your CRM to get the list of agents, create the queue and add the agents to it. You need to ensure that agents are logged in to all queues. If they're logged in to specific queues, when you create this one, no agent will be logged in. Finally, you transfer the call to this new queue. You need to use the Transfer method if the call is established (in this case it will be established and connected to a Digital Receptionist which will be playing the ring back tone). If the call is not established, you use the Divert method. This could happen for example if you send the call to a real extension, which is ringing, but not yet connected. But this is not your case.

Kind regards.

 

[Yoyoboy]

Hi @edossantos,

Thanks for your quick help. Let me give it a try.