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Display User Input

Discussion in 'Call Flow Designer' started by gustavskii, Aug 3, 2017.

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  1. gustavskii

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    Hello
    Is it possible to display user input to an agent who picks up the call
    So we would like to have account verification with CFD somewhere during call flow (it will be close to the sample call flow that comes with CFD), then the call will go through several menus, and it would be transferred to a queue in the end, and we want the agent who will pick up the call to see account number that user entered
    Is it possible to do and how do I set it up?
     
  2. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hi @gustavskii,

    What you need is possible, but it requieres different modules interacting together:
    1) First, the CFD app needs to save, for example in a database, the information you want (account number / user input), along with the Call ID (which you have in variable "session.callid"). Then, the app transfers the call to the queue
    2) You need to create a 3CXPhone plug-in (https://www.3cx.com/docs/crm-integration/). This plug-in will run in the agent PC, and will receive a notification from the 3CX client when an inbound call arrives (for example, the call coming from the queue). When this happens, the plug-in needs to get the Call ID, and once it has the Call ID go to the database and get the account number using the Call ID as the key to retrieve the data. In order to get the Call ID, we need to use the 3CX Call Control API (because it's not available from the client API), and the Call Control API is only available in the 3CX server, so you need to create a program to give it to you...
    3) You need a program to run in the 3CX server, to get the Call ID. This program could be a web service, or whatever you like, but it needs to receive a query from the client/agent machine. The client will send the agent extension number, and this program needs to return the Call ID for the call that is currently handling that agent.


    As you can see, the solution is not simple, but it's something that you can do combining all that.

    Hope you find the information useful.

    Kind regards.
     
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  3. gustavskii

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    Thank you @edossantos for information
    We will look into that.
     
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