Interactive Voice Response (IVR) Orchestrator

[DidierBrunner]

We have developed a 3CX IVR monitoring application that captures the IVR path and writes it into a dedicated Salesforce field (not the default comment field used by 3CX).

The solution consists of two components:

• A web configuration application
• An operational Chrome extension

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Identified Limitations in 3CX​

• Does not provide the IVR path taken by the caller
• Supports only single-digit DTMF input
• Salesforce integration limited to a single unstructured text field

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Features​

IVR​

• Display the IVR path in real time
• DTMF label configuration (business arguments)

Queue Management​

• Custom prioritization
• Additional criteria (e.g., open form = agent busy)

Call Handling​

• Custom audio playback
• Advanced DTMF input (e.g., geographic department selection)
• Custom call routing

Chrome Extension​

• Push notifications
• Displays IVR responses
• Suggests appropriate call disposition codes
• Outbound call form (reason + conclusion)

Salesforce Integration​

• Automatic creation of a complete, structured activity
• Contact and lead lookup to link them to the activity

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Example Scenarios​

Standard Incoming Call​

• The caller navigates through the IVR.
• DTMF inputs are collected and interpreted.
• The call is routed to the first available agent.
• The Chrome extension opens with the captured arguments.
• The agent handles the call and selects a disposition code.
• The Salesforce task is automatically created.

Call with Department Entry​

• The caller is redirected to the application voice server.
• The caller enters their department code (3 digits).
• The call is routed to the appropriate contact.
• The remaining process is identical to a standard call.

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If you would like, I can also provide:

• A shorter commercial version
• A technical version for IT teams
• A pitch deck version
• Or a website-ready version