Forward incoming calls to the last extension that answered a specific number (3CX v20)

[mberkani]

Hello,


I’m using 3CX version 20 Entreprise and I’d like to configure incoming calls so that each call is automatically forwarded to the extension that last answered calls from this number.


For example:

• A customer calls our main number. Extension 101 answers.
• Next time the same customer calls the same number, I want 3CX to route it directly to 101 (if available).

Is there any built-in feature, advanced configuration that can achieve this behavior in 3CX v20?


Thank you.

 

[bitn2]

No, this is only possible with CFD.

 

[VoIPTools]

We are working with several customers to implement this exact functionality for inclusion in our 3CX Call Router tool. Your description highlights the main goal, but it is more complicated that this. You also need to consider the following:

• How long does the link between the caller and agent exists?
• Do you want the link to expire after a period of inactivity?
• What if the contact decides they would prefer to speak with someone else? How do you manually remove the link?
• What should you do if the linked agent is on vacation or otherwise unavailable?
• Should you send the caller to a default queue for the agent's department?
• Should you reset the link expiration date every time they two people speak, so it is a rolling expiration date?

We have all of these features in our design. We are simply working through the funding process. If you want to join in on the crowd-funding, it will make funding the project easier for everyone!