DID bypassing CID rules

[svance]

Good afternoon,

I am servicing a set up in which there are CID rules manually set up for each area code in the US/Canada to route to specific offices based on location. This overrules DIDs, which are necessary to access specific ring groups and users from the outside.

Is there a way to make it either so people dialing DIDs can skip the CID rules set up for their location or change the receptionists so that they forward to the extensions based on the destination?

Let me know if this makes sense or if I need to clarify anything, thanks for the help.

 

[Evolute IT]

You cannot have CID rules and not use them. They are prioritized over DID rules, and this cannot be changed.

 

[svance]

You cannot have CID rules and not use them. They are prioritized over DID rules, and this cannot be changed.

Is there a way to set up the digital receptionist to forward the DIDs manually or have an intermediary user account do this?

 

[VoIPTools]

I'm old and getting senile, but maybe you can explain further what you are trying to achieve? I'm struggling to understand the goal.

It sounds like calls to some DIDs should be routed based on their area code, and others should be routed to the assigned extension. If that is what you are trying to achieve, then route DIDs that should be routed based on area code to a CFD that evaluates the callers number and routes accordingly, and for the DIDs just route them to the desired destination.

If I am anywhere close to what you are trying to achieve, you may want to take a look at our 3CX Call Router tool. With our tool you can route calls based on the caller's phone number. With each rule, you specify the number of digits to evaluate (in your case the first 3 digits), or based on the entire number if you want to route a specific caller to a specific destination. This is good if, for example, you have a customer that should always be routed to a specific agent.

We can also route to different destinations based on time of day. For example, if you don't want to route new calls to a queue after a certain time of day (let's not get involved in a hour long conversation 5 minutes before closing time), you can route these calls to voicemail (as one solution).

 

[svance]

In simpler terms, I am trying to have DIDs go through to specific extensions, but the CID rules are overruling this and sending the caller to receptionists.

Will your software help with this?

 

[VoIPTools]

I'm trying to understand more clearly what you want as an end result, and you are talking about specific implementation. Rather than discuss implementation, can we discuss what you are trying to achieve, then we can talk about how to accomplish the final goal.

 

[SteveITS]

I would interpret OP as:

calls from any area code to 555-555-1123 (DID) go to x123
calls from any area code to 555-555-1234 (DID) go to x234
calls from 999 area code to 555-555-1000 (main number) go to x456

I.e. all calls from 999 go one place unless they call a DID. IOW clients can call their sales rep directly and anyone else gets the sales desk for their state.

CID rules don't have a destination though. Perhaps a call script.

 

[svance]

Let me explain again here. There is currently a CID rule for each area code in North America that routes calls from different areas to specific regional company offices.

If I want to call user XYZ with DID 4445556666, I cannot call them because the CID rules take me to the digital receptionist for the office near me.

I want to be able to call XYZ directly without going through a system or digital receptionist.

The client I am servicing is very stubborn and won't give up the CID rules but also is insistent that this be a functionality, so my hands are kind of tied here.

If any of you can think of a solution I'm all ears.

 

[Evolute IT]

You'll need a call script to do a CID rule combined with DID ruling.

 

[svance]

Thanks for letting me know that that's an option,

I am having trouble finding documentation on how to create call scripts, and I'm not experienced in C#. How would you go about creating a script that checks the dialed number and routes it to an extension based on it? Just as something to run before the CID rules.

 

[NicholasP_3CX]

Thanks for letting me know that that's an option,

I am having trouble finding documentation on how to create call scripts, and I'm not experienced in C#. How would you go about creating a script that checks the dialed number and routes it to an extension based on it? Just as something to run before the CID rules.

With update 5, we will be introducing a native script for this

https://www.3cx.com/blog/releases/google-workspace-integration/

 

[VoIPTools]

Here is the concern -- do you want, as an administrator, to manage these routes? It would be nice if a manager could handle the routes, and do it without 3CX console permissions. That is why you may want to take a look at our 3CX Call Router tool. You can route calls by area code, or partial phone numbers, or the entire number. This is configured with a simple web interface that does not require access to the 3CX console. Make your administrator's life a little less demanding by delegating this task to those who actually know where calls should be routed.