Last caller

[Thomas Six]

Hello

We have the configuration as follows:

- All users have the company's general number as outbound caller ID. So when the customer calls back, he arrives at the reception. How can the receptionist know which colleague called this customer?

Maybe with the integration in the windows app?

 

[PanagiotisL_3CX]

Hello Thomas,

If I understand correctly, you would like the receptionist's phone to show which extension called the external number when the same external number makes an inbound call to the PBX?

 

[Evolute IT]

Hello

We have the configuration as follows:

- All users have the company's general number as outbound caller ID. So when the customer calls back, he arrives at the reception. How can the receptionist know which colleague called this customer?

Maybe with the integration in the windows app?

Using the CRM integration (it logs calls), and then you can even do some CRM lookup in CFD and bypass the receptionist completely.

 

[VoIPTools]

I like the suggestion by @ConceptsWeb . As an alternative, you can also look at the CDR files 3CX can automatically generate for each call.

Here are some options:

• Route all inbound calls through a CFD, and have the CFD look up who placed the last call to the number
• Use a separate service to look up the previous caller
• Have the CRM integration pop up and you look up who called last

Once you know who (if anyone) called previously, you then have to determine what to do with the caller.

• Route the call automatically to the previous extension
• Have the Receptionist transfer the call based on information found in the CRM
• Pop up previous call information for the Receptionist automatically

Automatically routing the call can get a bit messy depending on how long ago the last outbound call was made, and whether that person is available.