Control destination of Operator calls based on the dialed number?

[coreybrett81]

Is it possible to have multiple operators within one system?

My company has several branches and they would like operator calls to be routed to the branch that received the call.

In other words, if a caller presses zero, can I route them based on the DID they called?

 

[leejor]

As far as I'm aware, at this point, there is only one "receptionist" destination, be that an extension, or something such as an IVR.

 

[coreybrett81]

That's what I figured. It would be a nice feature to add the system. We would prefer to keep inbound customer calls within the branch that they called, but if they hit someone's vmail, and press zero, then they get redirected to the operator group which has people from each branch.

 

[VoIPTools]

It may be possible to set the operator to a dummy extension, then have this extension forward to a CFD. The CFD will not be able to determine what number the caller originally dialed, so you will have to gather that information in other ways. But assuming you can get what number was originally dialed, then the CFD can look up in a table where to route the call.

The real challenge is capturing in real-time what number the caller originally dialed. In 3CX V16 Update 7 you can assign an extension to a CFD application. Maybe you could (after-the-fact) change the operator extension to the CFD extension? If so, then you could get where the call came from (extension) and then map that extension to a specific operator?

Alternatively, you could use the 3CX Call Control API to capture the number originally dialed and write the number and the HistoryIdOfTheCall to a database, then have the CFD query that table..

What should be abundantly clear now is that this is not possible out-of-the-box but may be possible with some code.

 

[coreybrett81]

Wow! thanks, will definitely do a little more research on that.