How to add a prefix before making a call from the phonebook?

[JCubio]

Hi all,

In our setup, we need to use a prefix to make an outbound call for different campaign for same country.
Ex.

1. Campaign A - prefix = 01
2. Campaign B - prefix = 02

It is working fine, but the problem is we can't apply it to the phonebook. Since we can't add a prefix before actually making the call from the phonebook.

Does anyone have this issue? What should be the best solution for this kind of setup?

 

[leejor]

I don't recall this question coming up before. Phone book entries are stored as the actual number to be dialled, not as a part of a greater number, where you can add prefixes as desired. It sounds as if you may need to created multiple phonebook entries. each with a different prefix.

 

[JohnS_3CX]

Hi,

Which phone book are you using? How are the calls initiated? Are you calling from the 3CX phonebook or do you use click2call via your CRM for example?

 

[JCubio]

The 3CX phonebook sir

 

[JohnS_3CX]

I'm guessing that you use the prefix to select a specific trunk to make the calls correct?
If you were using a CRM you could program it to prepend the prefix.
Since you are using the 3CX phone book you can use the below methods for example:

Method A
Divide the the work of the two campaigns in 2 batches, and make them only have access to trunk 1 via outbound rules and groups. When they are done with campaign 1, change the outbound rules so they can only make calls through trunk 2 for campaign 2. I imagine they will be calling the same contacts from the same 3CX phonebook one by one, so this should work out well.

Method B
If you want to run the campaigns simultaneously, divide the agents in 2 teams, and team 1 has outbound rules that match trunk one, and team 2 has rules that can match trunk 2.