Call Flow with Extension Transfer

[cleggr]

Am new to CFD, so trying to start simple.

Have a current design where the call is answered, a greeting is played, then a time condition handles in-hour, out-of-hour, and holidays in terms of routing (please see attachment).

What I'd like to add to it is the ability to ask for an extension before the time condition and route if provided, otherwise pass to the time condition. We have cases where the reception is closed so can't route the call, but we still want the ability for callers to leave voicemails on extensions if they know the number.

Have tried UserInput which captures the info, but can't see a way to access it in terms of transferring the call afterwards, never mind validating it's a valid extension.

I think it's probably going to be logical when I know how, but right now I'm struggling to see how I can do it.

Can anyone help please?

 

[Evolute IT]

You'll need the UserInput indeed, and use a conditional to check whether input was provided.

You'll also need either a GetExtensionStatus component or some C# to validate the extension number and then transfer to it. All that needs to be before the time conditions, and in a flow order so that the transfer component has access to the input buffer.

 

[edossantos]

In addition, the number entered in the User Input component is available in the Buffer property. You can use that property to transfer the call to that number. This sample application is doing exactly that, so you might want to take a look:
https://github.com/3cx/cfd-demos/tree/master/samples/UserInput