Custom call routing based on inbound number AND Caller ID

Discussion in '3CX Phone System - General' started by boomschtick, Nov 6, 2012.

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  1. boomschtick

    Sep 11, 2012
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    Hello everyone,

    We currently have two locations and two toll free numbers, but all calls come into one location.

    The desire is to break it up so that one of the 800 numbers goes to the other location plus some smart routing.

    What I'm looking for is if a call comes into 8001234567, the call should be greeted by a digital receptionist that says "thanks for calling, if you know your parties extension dial it now or stay on the line and you will be routed to your account manager based on your area code - you may also press zero for assistance." If they don't dial an extension (or press zero), the CID should be checked to see what area code they are calling from. The area code is matched up to a call queue or ring group for the sales people that are responsible for that area and the call goes directly to the account manager that is responsible for that area code.

    We have the country broken up into six sections, so I need to find out a way to set up a rule for (hopefully) each area (if area code = 801,435,385, etc) then area = 1 and route to the area 1 queue. I hope that I do not have to set up a separate rule for every area code in the whole country.

    I have set up six ring groups with the appropriate agents extensions in them, but I'm not sure how to process the incoming calls to figure out what number they are calling and also what area code they are calling from. If caller ID is blocked, then I think that I'll just create a ring group that rings all the agents at once.

    In psudo code I see it going like this:

    If inbound # = 8001234567 Then
       Digital Receptionist 
          If 0 pressed then 
             forward to receptionist
          else if ext dialed then
             forward to ext
          else if nothing dialed then 
             determine area code then
                forward to appropriate ring group
          end if
    End If
    Can anyone help with getting this set up?
  2. Aram

    Aram Support Team
    Staff Member 3CX Support

    May 7, 2012
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    Re: Custom call routing based on inbound number AND Caller I


    This is doable with the 3CX VAD. Voice Application Designer - more information from here.
    You just need to transfer the call to a VAD application when the user does not press anything (the case where they need to determine the area code).
    Then, using a Conditional component you can select different queues for different calling numbers (Caller IDs).
    You can determine the area code analyzing the first numbers of the Caller ID.

  3. jpillow

    jpillow Well-Known Member

    Jun 20, 2011
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    Re: Custom call routing based on inbound number AND Caller I

    There is a recent link going over routing invound calls based on caller ID which can be done see lnik below./
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
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