How To Handle Numbers With No Defined Route

[NJohnson]

I'm having an issue where an outside call service routes a call we forwarded them back to us. When they send it back, it has THEIR phone number in the "To" field instead of the target DID, which they have in the "Contact" field. They are 100% adamant that this is my problem and will not make any concession for us. Since these calls come in on our trunk but 3CX doesn't know how to route it, it sends it to the default trunk number. For a single rooftop company this probably isn't a big deal, but we're a 10 rooftop company and those calls need to go to the correct store. Though the problem may be kind of complex, my question is simple in nature. Is there a way to send calls that have no route defined to a CFD script? If I can get those calls to a script, I can simply send them to the correct store based on the "Contact" field. If there's another way to accomplish this, that would be great to know too! Any help will be greatly appreciated.

 

[Evolute IT]

I am unsure whether you can get the Contact header in call scripts. I haven't seen anything related to that. You'd need to do some tests to see what data you can get and use that to compare to a list, for example.

 

[leejor]

In the meantime, since the calls go to the default trunk rout, (if you don't currently use that for something else), you could route to an IVR that then gives the caller some options.

 

[NJohnson]

Currently, the default trunk route is the first store in our group, so it's an active route. I guess that could be a possible solution at the moment. It doesn't resolve the overall problem I'm facing, but will keep the guys at store #1 from complaining about having to transfer the call to the correct store.

 

[leejor]

What's preventing you from using DID rules to send calls to the first store, thereby leaving the default route for anything not matching a rule?

 

[NJohnson]

That's basically what I ended up doing. I created an catch-all IVR with prompts to direct them back to the correct store. That will get the call to the correct location and should suffice. That said, I would still like to know if it still possible to do with with a CFD script. That way I can programmatically evaluate the inbound call and send it to the correct place without the caller having to listen to another IVR prompt.