Is it possible with 3CX ?

[Siegone]

Hi all

I am looking for a solution to follow this scenario :

We have 2 external phone numbers (DID) :

• 1 priority for employee, privateLine
• 2nd for everyone else, publicLine

1 to 3 agents, depending to date and hour, can answer.

Calls that come from privateLine have to be answered first, even if there is an active call in publicLine.

Calls that come from publicLine have to be sort before being answered. The sorting algorithm can be done by my services. The sorting can be simple : priority call / non priority call
Calls that come from publicLine have to be named. This name is a temporary name that helps agent what call (s)he has to answer first. This name can change if the same number calls at a different time so this name has not to be recorded in "Contacts" : it's a display name for this session only.

I think I can do the routing with 3 call queue and a CFD that poll my services to make the choice of the call queue :

• 1 queue for privateLine
• A CFD followed by 2 queues : 1 normal and 1 with priority for publicLine

Does someone have a better solution or see a problem in mine ?

The real problem is how can I have a different display name at each call ?

• Can the CFD modify contacts in 3cx or can attach some extra informations that can be displayed in switchboard ?
• Does the 3CX phone api for windows can manage the calls in queues ? (I don't think so...)
• Do we have other solutions to manage switchboard / call queues ?

Because if we have tens of calls in publicLine, the agent(s) may have to choose between them which call to answer first, not only depending on the waiting time.

Thanks for your help

 

[CentrexJ]

Make two call queues. Name them PrivateLine and PublicLine. Make the private line queue a priority queue. Route the did incoming calls to the appropriate queue.

Assign all agents to both queues.

3CX will prefix the caller is with the queue names. Any Calls on the private/priority queue will ring your agents ahead of people waiting on the public queue.

 

[Saqqara]

As above, you will require Pro or enterprise license

Info on queues https://www.3cx.com/docs/manual/call-center-queues/

 

[Siegone]

Thank you for the replys
I will take indeed a pro licence.

And for the real problem : naming each call number differently at each time they call ? (Like delete the contact after hang up)
Someone has an idea ?

 

[leejor]

On it's own, 3CX does not have a way to change a name to a unique, different name (never the same twice),each time someone calls. A name is sent as caller ID, assigned by 3CX as a DID, a ring group. or a queue. It can be changed by matching with an entry in the 3CX Phonebook, but that remains static. Perhaps there is an add-on, that will perform this function.