Different call routing if caller is an existing contact

[jdart]

Hi Everyone,

I am trying to determine if I can route calls differently depending on whether the caller is an existing contact or not. Something like 'If CID exists in phonebook, send to extension xyz, else, send to IVR'.

This would be configured on a new v20 instance. Per this article it looks like it might be possible to verify CID against numbers stored in a database or CSV, however for ease of management, it would be ideal to not have to maintain a separate list and instead verify straight from the company phonebook.

Appreciate any insight!
Thanks

 

[TheodorosG_3CX]

As you mentioned this can be implemented with a CFD project as it has also been mentioned in this forum.
From the PBX the CID rule cannot be created based on the phonebook but will only check the caller id as it is received from the provider unless there is a specific pattern for those calls that can be included in a CID rule.

 

[VoIPTools]

We can help with the Call Flow Designer (CFD) application if needed. By the way, you may also want to take a look at our 3CX Call Router tool. It is an easy way for end-users to manage where calls are routed based on the callers Caller ID number without giving access to the 3CX console.

 

[richiewhite]

That would be possible using the Call Flow Designer, but your mileage may vary. I wrote an app that basically does what you're looking for using some info in here: https://www.3cx.com/community/threads/lookup-in-3cx-contacts-by-cfd.85084/, just heed the warning that it might break in the future