Incoming call routing based on recent outgoing calls

Discussion in '3CX Phone System - General' started by artur.vardanyan, Feb 12, 2018.

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  1. artur.vardanyan

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    Hi,

    Please advise.

    If some extension for example 101, dialed an external number and got no answer, than after a few minutes that external number calls back, can 3CX route that incoming call to the extension 101, as 101 was calling to that external number a few minutes ago with no answer? Maybe it is possible to do with Call Flow Designer?

    Thank you
    Artur
     
  2. mariosM_3CX

    mariosM_3CX Support Team
    Staff Member 3CX Support

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    Hello @artur.vardanyan,

    This depends on your setup. More specifically, this depends on the Caller ID shown when 101 dials out an external number as this will be used from the external number when calling back in. This DID shown to external number will need to have an inbound rule to forward calls to 101.
    Can you please clarify if calls from 101 are going out using a DID or the main trunk number?
     
  3. eddv123

    eddv123 Active Member

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    Hi Artur,

    Maybe if you linked it with some sort of database and CID routing. CID rules (unlike DID rules) route calls based on the caller ID - however this is fixed, you sound like you want something that can do this on the fly.

    Perhaps worth speaking to the development partners on this one:
    https://www.3cx.com/partners/application-partners/
    http://www.insperix.com/
     
  4. artur.vardanyan

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    Hi, thank you for your prompt feedback.

    The matter is that the outgoing calls are not going to some concrete list of numbers. The operators like 101 are calling daily to many different numbers and we don't know which number will not answer and call back later. Therefore we can't create incoming rules for every external number. We need something like a policy which doesn't look for a concrete rule, it must route the call to the extension which was calling to that external number recently.. For example our external number (3CX SIP trunk number) is 060270777 and the external number to which our operator 101 is call is 093225322. The number formatting in our country looks like that.

    Please advise.
    Thank you
    Artur
     
  5. artur.vardanyan

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    Thank you for your feedback eddv123, I will take that option into consideration.
     
  6. voiptoys

    voiptoys Member

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    Yes, this can be done with the 3CX Call Control API. You would need a windows service that monitors all outgoing calls and tracks them in a database. Then when inbound calls are received, they would need to be first sent to a CFD application that checks this database and routes the call to the most recent extension. If there is no call in the database (within a reasonable time period) then the CFD could forward the call on to the "default" IVR for example.
     
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