Different handling of internal/ external incoming call by status

Discussion in 'Call Flow Designer' started by gn_Dennis, Oct 11, 2018 at 10:44 AM.

  1. gn_Dennis

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    Hi,

    we need a status where only internal incoming calls are being proceeded, while external incoming should being routed immediately to an IVR. At the moment we solve it by simple forwarding rules: "If I do not answer calls within: 1 seconds. Forward internal calls to:" *its own extension (again)* and "After timeout forward external calls to:" *IVR*.
    If an internal call is received now and picked up after let's say 30 seconds, of course there are 29 unanswered calls which is not embraced by our users.

    To prevent this, I think of creating a call flow as inbound rule, filtering external calls for this certain status.
    How to distinguish between internal and external calls in Call Flow Designer?
    Any ideas?
    Thanks, Dennis
     
  2. Trestill

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    Hi,

    I think checking session.ani would be the simplest way.

    Best Regards,
    Trestill
     
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  3. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Just check the length of the session.ani variable. If you have for example 3 digits extensions, you can use the following expression to check if the caller is an extension or not:
    EQUAL(LEN(session.ani),3)

    Kind regards.
     
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  4. gn_Dennis

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    After filtering over status and lenght of the session.ani, I transfer call to "RIGHT(session.did,"3"). Works like a charm for our setup. Thanks a lot.