Flow based on number dialed.

[Elijah Metherd]

Hello everyone. We have 5 DIDs that all point to the same IVR. The first choice for user is to talk to our contact center. When a user selects option one, I need that call transferred to a Que based on the DID they dialed. Example: if they called in to 123-456-7890 and press 1 it goes to Que #1. But if they called in to 789-654-0123 and press 1 it should go to Que #2. Not sure how to design the flow. Thanks!!

 

[Evolute IT]

Create the IVR, point the option to the CFD you create.

In the CFD, use a Conditional branch for each DID with the expression EQUAL(session.did,"your did in the same format as the inbound rule"), in each branch put a simple transfert component for each queue.

The last branch should have no condition expression as it will be the "else" of the block. There, you may want to put a fallback transfert to a generic or your main queue.

 

[VoIPTools]

May I suggest an easier approach? While creating a CFD is the more elegant option, it can be a lot of work, and what if you add another DID later? You would have to update your CFD application and republish.

You only have 5 DIDs. In a matter of minutes you could easily create 5 digital receptionists, one for each DID. Your inbound rules could route to one of the 5 IVRs. You could reuse the same prompts, but when they press 1, each IVR routes to a different queue extension.

Honestly, it is not an elegant approach, but it requires zero expertise, is more flexible in the future, and future updates and changes are stupid simple. I think a CFD is overkill for something this simple to do through standard configuration. Unless you just want to create a CFD for fun, it frankly is more work than can be justified (IMO).

 

[Elijah Metherd]

Ok. This might be just my ignorance on my part but I am not seeing how to get my call flow uploaded to my hosted V20 instance.

 

[Evolute IT]

Ok. This might be just my ignorance on my part but I am not seeing how to get my call flow uploaded to my hosted V20 instance.

One of the limitations of Hosted by 3CX is that CallFlow isn't available. You need to self-host or have it on-prem.