Call Routing and Info from SQL Lookup

[splt-jack]

Hello all,

Hopefully I'm in the right area for this request as we're unable to use any of your existing CRM integrations, so trying to leverage SQL instead. The API for our aged CRM lacks a number lookup endpoint so the template generation approach didn't appear to be applicable either.

For context, we are looking to serve inbound calls to different hire desk teams (or "pods") based on existing customer relationships. To ensure a quick lookup, I have created a table within the database for 3CX to query (which will be refreshed nightly), with one of the fields holding a value for a company's pod.

The plan is to create a call flow that pulls contact info from our database to populate the calling card for our agents, but if the call is for the hire desk there's an additional level of routing that relies on this pod value to send the call to the appropriate regional team. Other departments don't leverage the pod routing, and just need a calling card where possible.

I've been through the provided tutorials for the Database Access application tool, but these are more confirming existence of an account for support and less about pulling information from a database to feed into a call flow. The statement types have all be Scalar, whereas I suspect Query may be more suitable here.

Would anyone have any advice on which call control elements one would need to handle this type of a call flow?

As a final caveat, this level of integration is quite new to me and I'm acutely aware there will be plenty of holes in my knowledge... so please speak slowly

Thanks in advance!

Jack

 

[Evolute IT]

We can help with this. We've done it often.

You'll need a few different components in the Call Flow Designer to achieve this, such as the Database Access, Conditional Branches, Transfer and probably one or two C# script.

Scalar = single value/column returned.
Query = regular query.
Non-Query = for updates, deletes and such.

 

[splt-jack]

We can help with this. We've done it often.

You'll need a few different components in the Call Flow Designer to achieve this, such as the Database Access, Conditional Branches, Transfer and probably one or two C# script.

Scalar = single value/column returned.
Query = regular query.
Non-Query = for updates, deletes and such.

The listed components absolutely make sense, but what problem do you see being solved with the C# script?

I've been trying to determine how much of this workflow can be configured within the portal for ease of management, rather than taking a full CFD approach. But maybe that's just my lack of familiarity with it...

I'll drop you a DM.

 

[VoIPTools]

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