I would like to setup one instance for multiple sites - callers transfer out of voicemail - help

[pbomboy]

I have separate DID's for this non profit. They have four locations. Each DID has a digital receptionist that greets them with the company name. That works fine. When a caller transfers out of voicemail, I only see 1 option for them to transfer to. I could transfer them to a greeting with all the company names, but this would defeat the purpose of sharing the instance.
Is there a workaround?

 

[Evolute IT]

I have separate DID's for this non profit. They have four locations. Each DID has a digital receptionist that greets them with the company name. That works fine. When a caller transfers out of voicemail, I only see 1 option for them to transfer to. I could transfer them to a greeting with all the company names, but this would defeat the purpose of sharing the instance.
Is there a workaround?

Transfers OUT of voicemail? What do you mean? What are you trying to achieve?

 

[pbomboy]

If I user has called company A, and they are in voicemail, and transfer out.

They are directed to the voicemail transfer option in settings. So lets say that is set to IVR - Company A Digital Receptionist.

A new user called company B, and they are in voicemail, and transfer out. They are also directed to Company A digital receptionist.

If I create a dummy extension I can list all the companies to get them back to the start, but I want the companies to remain agnostic.

 

[ChrisC_3CX]

If you're referring to pressing star connects you to the operator then the only option would indeed be to route them to a main IVR. Since 3CX is not designed for multi-tenant use, I'd recommend simply ending the call for these cases so that they can simply call in again and be routed based on the DID.

 

[Evolute IT]

If I user has called company A, and they are in voicemail, and transfer out.

They are directed to the voicemail transfer option in settings. So lets say that is set to IVR - Company A Digital Receptionist.

A new user called company B, and they are in voicemail, and transfer out. They are also directed to Company A digital receptionist.

If I create a dummy extension I can list all the companies to get them back to the start, but I want the companies to remain agnostic.

I would do as Chris said above. This is not a way to use 3CX.

 

[VoIPTools]

There are lots of pain points when attempting to use one 3CX instance to serve multiple "companies". Having a shared operator is just one challenge. But you also have to consider the shared company directory, shared on-hold music, the ability for a caller to enter an extension number of the wrong company from anIVR, and there are many more less-than-ideal situations you will have to deal with...

But to your question of directing callers to the correct operator, there may be an option using a combination of two Call Flow Designer (CFD) applications.

First, you need a database with two tables. One table maps all of YOUR DIDs to the correct company (destination) and operator.

Routing Table

DID	Destination	Operator
8016424655	800	100
8016424656	801	101
8016424657	802	102

The other table is used to track the unique HistoryId assigned to each call by 3CX, and the operator extension for the company the caller dialed.

History Table

History ID	Operator	Date / Time
12K3J4L23H4H2KL2H3J	100	2021-12-22 13:23:05
2K30OFCU832MNDF02M	102	2021-12-22 13:23:45
389202038U492093J230F	102	2021-12-22 13:24:21

Next, direct all inbound calls to the first CFD. This CFD will:

1. Record the current call's unique HistoryId and the operator extension of the company they dialed (by looking up the DID they dialed in the "routing" table)
   
   
2. Delete all calls from the the "history" table older than 24 hours
   
   
3. Transfer the call to the specified destination listed in the first table.

Finally, the second CFD will act as the shared operator extension. This CFD will:

1. Look at the HistoryId of the current call (transferred to it from voicemail)
   
   
2. Look up the call (by HistoryId) in the database to see where to route the call
   
   
3. Transfer the call to the correct operator

One of these days I should build this application. You are not the first person to ask this question