Application Design, CallerID with Account Number

[laurencebullivant]

Morning,

We are trying to replicate a function of our existing phone system to replace it with 3CX. To achieve this it has been suggested that we should use VAD and i have been directed here to see if this will be possible.

What we need is for the customer name and account number to come up on the screen of the agent that is receiving the call.

When a customer rings in they are prompted to enter a 5 digit account number. That number is then compared to a database table and if it matches then the system will need to look up the name in that same table and set the callerID name/Display name for the incoming call to be something like "Laurence [12345]".

Is this sort of thing possible in VAD? (As there is no demo with full functions we are unable to test this ourselves).

Thanks
Laurence

 

[VAD_Support]

Hi Laurence,

The VAD can't change the Caller ID for a call. So there is no way to show the customer name in the caller ID.

What you can do with the VAD is ask for the account number, validate it against the database, and when the customer is validated insert the information in a database table along with the Call ID. Then you transfer the call to an agent or queue, and when the agent picks up the call, you use a 3CXPhone plugin to be notified about the incoming call on the agent phone, look for the customer name in the database (using the Call ID as the key), and then show the customer name in a screen pop-up in the agent PC.

Hope the information helps.

Kind regards.

 

[laurencebullivant]

Ok,

The plugin you are refering to the that runs on the client. Is that something that can be done through VAD, or is it something we need to use a third party to deal with? If so is there anything you can provide to point us in the right direction?

Thanks
-Laurence

 

[VAD_Support]

Hi Laurence,

The 3CXPhone plug-in is a .NET DLL you need to create using Visual Studio.

Here is the documentation and code sample:
http://www.3cx.com/blog/docs/3cxphone-for-windows-api/

Kind regards.

 

[Tertius]

Hi Laurence,

The VAD can't change the Caller ID for a call. So there is no way to show the customer name in the caller ID.

What you can do with the VAD is ask for the account number, validate it against the database, and when the customer is validated insert the information in a database table along with the Call ID. Then you transfer the call to an agent or queue, and when the agent picks up the call, you use a 3CXPhone plugin to be notified about the incoming call on the agent phone, look for the customer name in the database (using the Call ID as the key), and then show the customer name in a screen pop-up in the agent PC.

Hope the information helps.

Kind regards.

This is not possible as the CallIDs of the CallControlAPI and Phone API differ, randomly.

Please explain.

 

[edossantos]

You need to identify the call based on the caller ID and the date and time. The Call ID will not help you as they differ.

 

[Tertius]

Thanks for the response.

What if the caller is hiding their caller ID? Any suggestions?

 

[edossantos]

If the caller id is empty, maybe you can ask the user to enter it via DTMF.

Kind regards.