Crm search of variable passed by CFD

[tecno]

Hi everyone, my situation is this:
I have created an authentication app with call flow designer and it works well: customer calls company number, inserts his ID, CFD app looks into Mysql Table, finds at least one corresponding line and passes the call to a call queue (support).

What I would like to do is that when a free agent picks up the call, the ID would be passed into an url to open our CRM directly in customers page (which is reachable with https://crm.company.com/ID...etc...

I allready have tryied using the Windows App but I don't know If can use the ID from the CFD app there, I have tryied using the Caller ID but I need the ID the customer has inserted before

Thanks in advance

 

[edossantos]

Hello @tecno,

Unfortunately at the moment there is no way to pass information from the CFD app to the agent, so this can't be done.

I understand that this could be a very interesting feature to add, so please try to suggest it via the 3CX ideas site:
https://www.3cx.com/community/forums/3cx-ideas/

Kind regards.

 

[tecno]

Hi @edossantos thanks for the quick reply; maybe You can give me a line on another way to do this:

our customer is a software house, they have 3 type of customers: gold, silver, bronze; they want to classify the user by the Customer ID so if it is gold it can be forwarded to a certain queue, if it is silver it will be forwarded to a voicemail, if it is bronze it will be forwarded to another voicemail.

In case of gold, when the agent picks up the phone, 3cx has to open customers crm directly in customers page (which has his personal ID in the url)

I know that something can be done by using the callerID but not everyone calls with the same number everyday or maybe someone changes number...

Do You think there could be another way to achieve this?

I have tryied to use 3cx Crm template builder but I don't know how to use the customers ID in there...

Thanks

 

[edossantos]

Unfortunately there is no way to achieve this. A CRM template can't be useful here either because it's executed when the call is received by 3CX, not after you handle it from a CFD app... So you only have the caller number there...

 

[tecno]

So the only variabile I can use is callerid or callername right?

 

[edossantos]

Yes, exactly.

 

[tecno]

Hi @edossantos ,
I was struggling this week looking around the community and the online documentation for some other ways to achieve that, then I have found something about scripts and file writing:

I see that in the Call Flow Designer I can use the "write to file" tool that lets me write the user PIN into a text file, so isn't this similar to what I was looking for?

I mean:

customer calls
Ivr responds and mekes PIN validation against database, if valid on table1 sends the call to queue1, if valid on table2 sends call on queue2, if not valid sends call to voicemail
+
if the PIN is validated CFD writes something like "https://mycrm/%userPin%" on file (on network share or any other path reachable by queue agents)
when the agent picks up his 3cx windows client opens that file and searches mycrm using pin and not customer caller id

if the above idea makes sense to You, the last thing I do't know is how to search that file uniquely (like naming it with variable %CallerNumber% and of course opening it with windows client


(last question is, CFD only operates before the call is passed to a certain extension/queue and not even after the call is being picked up right?)

 

[edossantos]

if the above idea makes sense to You, the last thing I do't know is how to search that file uniquely (like naming it with variable %CallerNumber% and of course opening it with windows client

The problem is that you can't open that file from the client side. There is no way to do that...

(last question is, CFD only operates before the call is passed to a certain extension/queue and not even after the call is being picked up right?)

Correct, the CFD app is active as long as the call is connected to it.