CFD Help

[SMCS]

I am very new but getting the hang of this system slowly so bear with me lol. I have created a CFD that will send the caller an sms message through Twilio if the call is not answered. This is all working perfectly, but I ran into an issue with this, by doing it this way the caller is not able to leave a voicemail, so I changed the CFD to this, call comes in, no answer, transfer to extension voicemail, then added the send sms after that. The CFD takes them to the voicemail, but thats where it stops, it doesnt send the sms after the voicemail. I did change it to do the sms first, then the transfer and that works, but its kind of weird to the caller as they are getting a text message during the call and may not see it since they are leaving a voicemail. Can anyone shed some light on this or tell me if multistep process is not supported? Any guidance would be very appreciated.

 

[Evolute IT]

You're trying to do something with a call without passing it through the CFD. You can't do that.

You absolutely need to have the CFD in the route.

In your case, if the caller tries to reach an extension, you'll want to do the forward to CFD. From there, in the CFD, send your SMS and forward the call back to "session.transferringExtension" (check the send to voicemail box)

This way, the caller will quickly go through the CFD and get an SMS, while they leave a message.

Otherwise, implement the voicemail completely in CFD (doable.)

 

[SMCS]

Ok thank you for that info, thats how i have it now, I just hate that they get the sms before actually leaving the message, but this does work and will be doable enough. I appreciate the info. I was just hoping they could leave the voicemail then be returned to the cfd to send the sms.

 

[Evolute IT]

Ok thank you for that info, thats how i have it now, I just hate that they get the sms before actually leaving the message, but this does work and will be doable enough. I appreciate the info. I was just hoping they could leave the voicemail then be returned to the cfd to send the sms.

No since once the call is in the voicemail IVR, it can't go back to the CFD. The flow must be linear.