Automatically Route Incoming Calls to the Last Dialed Extension

[blancers]

Hello 3CX Community,

I'm looking for assistance with a call routing scenario in 3CX. Here’s what I’m aiming to achieve:

I have four extensions in my 3CX setup: 1001, 1002, 1003, and 1004. Suppose extension 1002 makes an outbound call to +1xxxyyyzzz. When +1xxxyyyzzz calls back next time, I want the call to be automatically routed to extension 1002 without any manual intervention or the use of an IVR.

In summary:

• Extension 1002 calls +1xxxyyyzzz and completes the conversation.
• On the next incoming call from +1xxxyyyzzz, the call should automatically route to extension 1002.

I’m not sure if this is a simple configuration or requires more advanced setup. Any suggestions or guidance on how to achieve this automatic routing would be greatly appreciated.

Thank you!

 

[VoIPTools]

You are going down the correct path. A CFD application will be required. All inbound calls would need to be routed through this CFD. The CFD would need to query a database of previous calls to see who talked with the contact previously. You could get this information from the CDR file data. The CDR also includes the date/time of the call.

If the last call was within a reasonable timeframe, you could route the call back to the same agent, or if there is no previous call, or the call took place a long time ago, you would route calls to a default extension. However, you first need to consider (1) does that extension still exist, (2) is the person currently available? You don't want to send the caller to a user on vacation, or already on a phone call.

Obviously, to do this you need a way of parsing the CDR data into a database. Our 3CX Exporter tool can help with that step. If you need help with building the CFD application, we can help with that too.

 

[Evolute IT]

We do it via the CRM integration and a simple CFD. DM us if interested.

 

[VoIPTools]

Come on @ConceptsWeb, you are being too modest. To do this correctly, you need to look at agent availability, and expire the calls in case the last call was a year ago, etc. There is a lot involved in doing this correctly.

 

[Evolute IT]

Come on @ConceptsWeb, you are being too modest. To do this correctly, you need to look at agent availability, and expire the calls in case the last call was a year ago, etc. There is a lot involved in doing this correctly.

Good queries and few database triggers do the trick just fine. The CFD can take care of the rest upon being called.

 

[VoIPTools]

I'm just trying to give you credit for having the expertise to make this work. It is not simple unless you know what you are doing, and maybe not even then.