Solved Create ticket on missed call to specific queue

[LucaTest]

Hello,

i'm currently working on integrating Autotask with 3cx. I've already got a working CRM Template for Contact Matching and Call Journaling.

Now i have the following problem:
We've got a queue for very important calls and I need to create a ticket and send an SMS Notification whenever a call to that queue is missed/not picked up. This does not seem to be possible within the CRM Template since there is no way to check which number/queue was called. Another option would be Call Flow Apps, but i'm not sure how to trigger Ticket Creation when a caller hangs up in the queue.

Maybe some of you have ideas on how to solve this, help would be greatly appreciated and Thanks in advance!

 

[edossantos]

You can't use a CFD app for this. The only way to do this would be creating a program that monitors the CDRs generated by 3CX, and when you detect a call meeting your conditions, you run your notification.

 

[LucaTest]

Thanks for the reply.

I've come across the option the notify a queue manager via email when a call is lost. Wouldn't this also be an option to notify me when a call is lost and then use that email for further notifications/requests, or does this work differently?

 

[edossantos]

Yes, you can use that to get an email. But not an SMS.

 

[LucaTest]

Yes, you can use that to get an email. But not an SMS.

Thanks for your replies @edossantos!

In case anyone ever finds this thread, i've been able to solve this by forwarding the notifaction emails to pipedream and then sending an sms/whatsapp message using twilio.