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Dynamically change Outbound Caller ID, Call stickiness

Discussion in 'Call Flow Designer' started by igor.snezhko, Dec 13, 2017.

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  1. igor.snezhko

    igor.snezhko Active Member

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    Our clients are constantly asking for such features.

    1. Periodic change of Caller ID in the trunk. So outgoing calls at week 1 are made with Caller ID xxx and at week 2 with Called ID yyy and so on.
    2. Incoming and outgoing call stickiness. That is, the incoming call from a certain customer must go to the same employee who spoke with him for the last time. The outgoing call to the customer should go with the same Caller ID, with which he left this customer for the last time.

    Is it possible to solve the first problem by periodically changing the DN of the trunk property in the CFD application?

    Is it possible to solve the second problem? Do you plan to make a CFD component for this task?
     
  2. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hello @igor.snezhko

    Regarding 1, you can use the 3CX Call Control API to change the SIP trunk configuration. If you want to do this from a CFD app, you can for example ask for the number, you enter the caller ID via DTMF, and then the app sets that caller ID for the trunk...

    Regarding 2, in order to route inbound calls to the same agent that handled the last call with this customer, you can do it creating a CFD app. In this app, you need to analyze the CDRs generated by 3CX, to check if the customer has been previously connected to an agent, and in that case transfer the call to the same agent. This is not provided out of the box, you need to create the app to analyze the info and transfer accordingly. It might be good to get the information from a database instead of reading the CDRs from text files for every inbound call.

    For the Caller ID on outbound calls, it depends on how you configure the SIP trunk. If it takes the caller ID from the extension, then when the agent calls the customer, the caller ID will be the appropiate for the agent.

    Kind regards.
     
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  3. igor.snezhko

    igor.snezhko Active Member

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    Hi! Thank you! Regarding 1 I just need to use different Called ID from available DID's.

    What do you think?

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  4. igor.snezhko

    igor.snezhko Active Member

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    Regarding 2. I need the manual to work with Call History Database or database schema, isn't it?
     
  5. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hello @igor.snezhko,

    Regarding 1, the OutboundCallerID property is not a DN property, so you can't set it using the Set DN Property component. You need to use the 3CX Call Control API to do it, and you need to set the VoipProvider.OutboundCallerID property programmatically.

    Regarding 2, 3CX does not recommend that you connect to the 3CX database directly. So we encourage you to take the information from the CDRs, that you can configure to be written to a text file or socket, as explained here:
    https://www.3cx.com/docs/cdr-call-data-records/

    Kind regards.
    Ernesto.
     
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