Inbound Rules based on CRM Output

[tecno]

Hello Everyone,
I would like to ask if this scenario is possible (using template generator tool):

Inbound Call comes in and it's route is based on customer's variable taken from my CRM so supposing I have different kind of customers (i.e. private, business) and I want to forward thier call to Queue n°1 if private or Queue n°2 if business...

is this somehow possible?

Regards

 

[edossantos]

You can do this by creating a CFD app. You can't do it from a CRM template.

In oder to do this, you route inbound calls to a CFD app. Then this app connects to your CRM via a web service for example, and gets the information it needs. Finally, the app transfers the call to the proper destination depeding on the customer type.

 

[tecno]

Thanks @edossantos
I will try CFD directly tonight and let you know

 

[tecno]

Hi @edossantos ,
I have been studying the CFD and it's exactly what I needed, thanks for the advice;

What if at the end of the User Validation we want to communicate with customer's crm to open customer's page so the operator that answers has allready his informations opened? I think, if possible, we have to take a look in here? https://www.3cx.com/docs/crm-integration/

Do You have any advice?

 

[edossantos]

Yes, to do that you need to create a CRM template as explained in that guide. That will send the contact URL to the 3CX Web Client, which will show the contact record on the agent's PC.

 

[tecno]

Ok maybe I did not explained my self but maybe it's the same... I want that as soon as the operator gets the call, 3CX sends a request to customer's CRM to open his folder (or whatever) so based on what You told me 3CX can send a custom URL (or something else depending on what the Crm expects) to open a certain customer tab

 

[edossantos]

When you create a CRM template using this guide:
https://www.3cx.com/docs/crm-integration/

...3CX will search for the contact details when you receive an inbound call, and insert them as a 3CX Contact. When this call is sent to an agent who is using the 3CX Web Client, the agent gets the Contact URL, and the Web Client automatically launches this URL in a new browser tab. So:

1. The template connects to the CRM and gets the contact details (including the URL).
2. The contact name and URL are passed to the Web Client receiving the call.
3. The Web Client opens the Contact URL on the agent's PC.

 

[tecno]

And, in my case ,this will be in parallel with the result of Call Flow Designer output (validation of customer based on Caller ID with 3CX CDR outputs) right?
Sorry for my basic questions and Thanks for Your kind and complete replies

 

[edossantos]

Yes, both things will be executed simultanously. The CRM engine is activated when 3CX receives a call from an external line. So, as soon as the call arrives to 3CX, the contact lookup using the template will start.

Also, this call will be routed to the CFD app, so the CFD app can validate the customer using the web service. So the CFD will also connect to your CRM.

Both processes are independent from each other.

 

[tecno]

Thanks Your advices have been precious

 

[kelvin_lance]

@edossantos Kindly advice if the following scenario is possible:
I have two different CRMs one containing vendor data and the other one containing customer data.I would like to create a digital receptionist when one presses 1 it goes to vendor queue and call pop up with vendor information from the Vendor CRM and when one presses 2 the customer is connected with customer queue and customer information displayed from Customer CRM

 

[edossantos]

@edossantos Kindly advice if the following scenario is possible:
I have two different CRMs one containing vendor data and the other one containing customer data.I would like to create a digital receptionist when one presses 1 it goes to vendor queue and call pop up with vendor information from the Vendor CRM and when one presses 2 the customer is connected with customer queue and customer information displayed from Customer CRM

Unfortunately it's not possible to have 2 CRM integrations enabled at the same time...

 

[kelvin_lance]

@edossantos even through the call flow design?

 

[edossantos]

@edossantos even through the call flow design?

The CFD can't provide information to popup to the agent. So, no, the CFD will not help in this case either...

 

[kelvin_lance]

Alright @edossantos thanks for the information.