Customer calls back routing

[MathiasV]

Hi,
I have a question regarding inbound call routing.

This is the situation:
A user calls a customer's external number and that customer does not pick-up.
When the customer calls back I would like the call to be routed to the extension that he had a missed call from, and not go to the usual digital receptionist.

Does anyone have a possible solution?
This is a Hosted by 3cx PBX, so I can't use any CFD apps.

 

[OlegR_3CX]

Hi there.
You won't be able to do it on the Phonesystem as in as you won't be able to import CFD, nor the scripts to route the calls.

 

[MathiasV]

Thanks for the response.
I thought so...

How would this be possible with a CFD?
Maybe CFD's will be added to 'hosted by 3cx' in the future
Or I can switch to self managed if this functionality is a must.

 

[OlegR_3CX]

You are welcome.
CFD documentation can be found here, however, you will need to do your research there on how to achieve this goal. Maybe you should be reading data/numbers from the CDR and then routing the call using CFD to the required extension.
We don't yet have information on CFD for 3CX hosted, as it was always a limitation.

 

[VoIPTools]

There are two parts for this solution (1) keeping track of outbound external calls that were never connected, and (2) A way to recognize this same phone number on an inbound call and route it back to the original agent.

Missed Calls

You would need a service that monitors outbound calls to detect the missed calls and put them into a table. Having an expiration date is helpful if, for example, the contact calls back a year later -- you might not want to route them to the original agent. For that matter, the agent may not work for the company anymore. You might also need to consider what to do with the call if the agent is unavailable... perhaps route the caller to an IVR or general queue.

Agent	Contact	Expire Date
100	8016424655	2024-04-23
105	1234567890	2024-04-28

Call Flow Designer

Perhaps your agents could leave a message that includes a call-back number the contact can use to call back. In this way, you could have a dedicated DID that routes to a CFD application. If that is not possible, then all inbound calls would first need to be routed to the CFD extension, and then the CFD can decide where to route the call.

The CFD would perform the following steps:

1. Obtain the callers Caller ID number
2. Look up the caller ID number in the table above (excluding any expired records)
3. If found in table
   1. Check the availability of the agent
   2. if available transfer to the agent
4. If not found, or agent is not available
   1. Route to general extension (IVR or Queue)

Your needed solution is absolutely possible, but it is going to require a custom solution. However, this would require hosting with a provider that allows 3CX customizations. We can help!