Integration with billing

[VladislavAstr]

Hi to all.​

We have the next scenario:​

We have a paid consultation line; when you call it, the service provider gives you 15 free seconds for us to tell the client about the principle of the service, and then turns on the billing. And for every subsequent minute, the customer will have to pay the telecom operator.

Now, our PBX when you call one of the toll lines checks for the availability of a consultant (unoccupied domestic lines), and if so, scrolls the greeting with cost info (12 seconds) and sends a call to an open line. The consultant picks up the receiver and the billing starts at about the same time.

We are almost satisfied with everything, the main problem is that the consultants always have to be in the office, and given the covids, this is not always good.

I want to move this scheme to 3CX and let people work from home. But to do that, I need a solution that would allow the text to be spoken to the client after the consultant picks up the phone. That is, in case one of the consultants picks up the phone, he and the client listen to the greeting and then start talking. If you rely on the traditional scheme when the answering machine goes off and then the consultant gets on, I can't meet the 15-second SLA, moreover, I'm not sure that someone will pick up the phone at all, and the client will be charged, which is not really good.

Maybe somebody faces something like this?​

 

[VoIPTools]

I would route the inbound calls to an IVR which explains the program, then automatically forward the call to a queue. Agents log into the queue when they are ready to work, and log out when not available. You could start billing when the agent answers the phone. This is straightforward in 3CX.