Advice needed for inbound call centre

[steve-sydney]

Hi Brains trust,
I have a call centre which answers inbound calls for various clients.
Each client is setup as a que.
I need a way to track what the inbound calls were about for the clients. Something simple for the agents like a popup and a selection of some options.
I need to track, which client the call was for, and what the call was about.
Can this be done with CFD or do i need to use a CRM and integrate?

 

[VoIPTools]

This cannot be done with a CFD. You could write a small program and configure the web client or 3CX Phone for Windows to trigger this application when a call is answered.

I encourage you to take a look at our 3CX Wrap-up Codes tool. It will do what you want. This tool will popup a dialog box when you answer (or place) a call and display information about who is calling, allow you to add notes, and select a disposition (what the call was for) from a list of choices you create.

For inbound calls it displays the number the customer dialed, and the queue name. It also links the recording file to the call record.

This tool works with any client (Windows, web, or physical phone).