Directing call based on caller info

[AndreHTP]

We would like to direct our incoming calls based on whether the caller's number is in our CRM (Autotask) and what type of contract the associated company has set up. I know there is some integration available but does anyone know if this is possible?

Alternatively, is it possible to do something like "Enter your account number" at the beginning of the call similar to what telecoms companies often do and route based on whether the number entered is in a list somewhere?

We are on hosted 3cx, if that's relevant.

 

[Evolute IT]

Normally yes, all of that is possible with CFD.

But you're Hosted by 3CX. One of the restrictions is the inability to use CFD.

 

[VoIPTools]

As mentioned by @ConceptsWeb, 3CX does not allow any customizations, including their own Call Flow Designer (CFD), or 3rd-party tools. If you want to do something like your request above, you will have to move your 3CX to a different hosting company (AWS, Google, Azure, VoIPTools, etc.).

There is an example CFD project you can use for customer service where the caller has to enter in an account code before being routed to the correct extension. That would be a good place to start if you want to move your 3CX and build a CFD project yourself. Both of our companies (@ConceptsWeb and @VoIPTools) are very well versed in CFD development and can help you if needed.