Hello,
I have a 3cx instance locally hosted for customer service calls. Our parent company has signed up with Gladly.com which is a great customer service tool that allows a number of support channels to be connected at once (email, social, chat.....and phone).
I have tried to get our local ISP to send inbound calls directly to gladly, but it is unlikely this will happen. I live outside the US and things are not as easy as they should be.
So I'd like to experiment getting calls to the 3cx PBX, then sending them to Gladly from 3cx. I don't even know if this is possible. Currently all our inbound calls come on a SIP local sip trunk, and I'd like to forward them to gladly.com.
This is what they have sent me (*I have redacted the phone numbers and the domain for security: If anybody has any idea on how to do this that would be much appreciated. I know it's probably not the best setup, but trying to do what I can living internationally!
Below are the newly created Gladly SIP endpoints. There are two very important things that need to happen for the calls to go through:
sip:[email protected]?X-Gladly-Caller-Id={{customersPhoneNumber}}
Sandbox:
sip:+1305000000@domain-sand.sip.twilio.com?X-Gladly-Caller-Id={{customersPhoneNumber}}
I have a 3cx instance locally hosted for customer service calls. Our parent company has signed up with Gladly.com which is a great customer service tool that allows a number of support channels to be connected at once (email, social, chat.....and phone).
I have tried to get our local ISP to send inbound calls directly to gladly, but it is unlikely this will happen. I live outside the US and things are not as easy as they should be.
So I'd like to experiment getting calls to the 3cx PBX, then sending them to Gladly from 3cx. I don't even know if this is possible. Currently all our inbound calls come on a SIP local sip trunk, and I'd like to forward them to gladly.com.
This is what they have sent me (*I have redacted the phone numbers and the domain for security: If anybody has any idea on how to do this that would be much appreciated. I know it's probably not the best setup, but trying to do what I can living internationally!
Below are the newly created Gladly SIP endpoints. There are two very important things that need to happen for the calls to go through:
- These endpoints are behind an IP Address Allow-List - please send me the IP addresses that the calls will be coming from so that I can add them to the list.
- The X-Gladly-Caller-Id header has to be included for Gladly to receive calls you'll need to insert the caller's phone number, in e164 format, into the section labeled {{customersPhoneNumber}} in the examples below.
sip:[email protected]?X-Gladly-Caller-Id={{customersPhoneNumber}}
Sandbox:
sip:+1305000000@domain-sand.sip.twilio.com?X-Gladly-Caller-Id={{customersPhoneNumber}}
