Dial External IVR thru CFD

[UCMUserAZ]

Just wondering if anyone has been able to dial an external IVR thru CFD (not transfer) and then on disconnect continue thru the rest of the CFD call flow?

Use Case: Caller calls in to make a payment. Instead of having 3cx capture the card number the idea is where the 3rd party collects the number and provides a token. Ideal scenario is caller calls in, select payment, and when it gets to the card number capture piece CFD dials external 3rd party, caller enters the card number via DTMF, and the 3rd party IVR hangs up once done. On 3cx side we continue and retrieve the card token thru an API call and process the payment thru 3cx using another API.

It does not look like Make Call object can do this unless can setup some different way. And/or is there a way to use custom script/code to do this?

Another thought is within the 3cx Credit Card object is there a way to introduce additional DTMF tones while the card number is being entered? Seems 3rd party IVR's use this DTMF masking while they collect card number thru DTMF. Then since the system knows what DTMF digits it put in line with the customer's DTMF digits it would know how to parse the real number or external API would.

Just looking for a way 3cx to capture the card number and minimize PCI scope. If anyone else has done something similar within 3cx would be open to suggestions. Or if this could be done thru a custom object in C# or thru some professional services development. This is one of our last hurdles we are working thru testing scenarios within 3cx. All the features on the ENT license are great. Thank you in advance.

 

[edossantos]

You can transfer the call to the external IVR, but in order to get the call back in the CFD app, the call must be transferred back. If the IVR hangs up, the call will be dropped. If you manage to transfer the call back, from the CFD app you can continue where you left, by attaching data to the call, and reading it back when the call is received.

 

[UCMUserAZ]

Thank you for the input. Unfortunately, the other IVR just hangs up and we do not control it. I was reading about the RouteScript in V20. Wondering if that would add any possibilities? The biggest thing with our security folks is the card number being in memory for a time period during the call. We are trying to not have the 3cx in PCI scope. The other thought is building out a payment IVR in the cloud just for those transactions.

 

[edossantos]

I understand, but unfortunately once the call is dropped by this external IVR, the call will be dropped all the way up to the calling customer. No matter if you use a CFD app or a script (which are actually the same thing), this entity (CFD app / script) will not be part of the call once it transfers it to the IVR. The call will be only connected between the customer and the IVR, going through 3CX yes, but without control from the CFD app or script. So when this call ends from the IVR side, there is nothing you can do to stop it.