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Discussion in 'CRM / Helpdesk / App Integration' started by eagle2, Jun 20, 2013.

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  1. eagle2

    eagle2 Well-Known Member

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    Is it possible to implement a VAD where a caller being transferred to last agent serviced previous customer call ?

    Imagine a situation, a customer calls some company call center and speaks to a random agent, explaining a case, etc. (support issue). The customer normally will not remember the agent's name. He gets some directions and after a while decides the call center again. Logically he will reach another agent and has to start explaining the problem again.

    The manager of the call center would like the caller being transferred to last agent being servicing him and if that specific agent is busy / unavailable to have an option for call back or being transferred to another agent in the queue.

    Is there a simple and reliable way to retrieve call logs and to search for final destination of previous call from the same caller (based on caller-id) ?

    I would appreciate any advise.
     
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  2. VAD_Support

    VAD_Support Active Member

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    This is how I would do it:
    1) The call arrives to a VAD application which queries the 3CX database (CallHistory3 table) in order to get the last agent extension that has served this specific customer.
    2) The VAD blindly transfers the call to that extension.
    3) The agent extensions would have to be configured to transfer the call to a queue when they're busy, so if the agent is busy on another call, the call is re-transferred to the queue, and taken by any other agent.

    Please note that the VAD application can only transfer the call "blindly", i.e. it doesn't know if the extension is busy or not before transferring, so if you need to check if it is busy or not and offer a menu in that case, you would have to use the 3CX Call Control API (http://www.3cx.com/blog/docs/call-control-api/) from an External Code Execution component. That way you could only transfer the call when the agent is ready to receive it.

    Hope the information helps.
     
  3. eagle2

    eagle2 Well-Known Member

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    This scenario looks reasonable.
    Is there any appropriate example how to query CallHistory3 table somewhere ?

    BR
     
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  4. VAD_Support

    VAD_Support Active Member

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    In first place you need to use ODBC, because the database is PostgreSQL and there is no native support for it. So this article may be useful, ignoring MySQL and taking the ODBC part:
    http://www.3cx.com/blog/docs/database-vad-3cx/

    You will also need to install an ODBC driver for PostgreSQL. Google arround and you will find an msi installer.

    In order to understand the CallHistory3 table structure and create the query, my suggestion is that you install pgAdmin and use it to browse the 3CX database. The user and password to connect are into the 3CXPhoneSystem.ini configuration file.

    Regards,
     
  5. eagle2

    eagle2 Well-Known Member

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    OK,

    thanks for guidelines, I will comment on results.

    BR
     
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