On-Call Functionality: CFD or 3CX native functionality possible?

[skywaveorg]

So I need to achieve the following functionality:

1. Create a loop that will attempt to call 3 numbers that I define within the app, and keep calling them until someone picks up.
2. A successful pickup is when an agent answers the call, presses 1 to confirm they want to answer the call, and the audio from the person who called is sent to that agent.
3. If the agent does not pickup the call, goes to voicemail, or rejects the call, it will timeout when they do satisfy any of these conditions and move onto the next number to dial.

I am trying to figure out how to do this via call flow designer since we are having issues with the 3CX call queue where I set the agent's extension in the queue to have their mobile phones ringed simultaneously, and we are having the queue halted due to their mobile phones rejecting the call, or if it is sent straight to voicemail.

We were able to achieve this functionality with our previous PBX system so I'm looking for input on how to do this.

Is this possible without a call flow app?

Thank you!

 

[SweetAction]

Instead of ring my mobile, use the 3CX app and this entire issue can be avoided. Or is there a reason you don't want to use the mobile app?

You can also look into something like VOIPTools on-call manager.

 

[Evolute IT]

We built things like that and it's very complex and costly.

I strongly suggest you look at @VoIPTools On-Call Manager (as suggested by @SweetAction.)

 

[skywaveorg]

We have some on-call users with flip phones

@SweetAction Looks like VoIPTools website is broken and some links are redirecting to spam websites.

@ConceptsWeb I am just gonna have to build something with Twilio's Phone/TwiML API and status callbacks to achieve this functionality then if VoIPTools isn't available.

 

[Evolute IT]

We have some on-call users with flip phones

@SweetAction Looks like VoIPTools website is broken and some links are redirecting to spam websites.

@ConceptsWeb I am just gonna have to build something with Twilio's Phone/TwiML API and status callbacks to achieve this functionality then if VoIPTools isn't available.

If you don't do it in Twilio, you can use CFD to do this.

 

[skywaveorg]

If you don't do it in Twilio, you can use CFD to do this.

I gotta admit, the overall workflow of CFD is hard to wrap my head around and I'd love to know if anyone has achieved similar functionality with CFD.

Like, do I make a Dialer that dials the on-call people I define, and then make a CFD that would ask them to press 1 to confirm, and then transfer the call? How would the two interact cause wouldn't the Dialer go forever?

 

[Evolute IT]

I gotta admit, the overall workflow of CFD is hard to wrap my head around and I'd love to know if anyone has achieved similar functionality with CFD.

Like, do I make a Dialer that dials the on-call people I define, and then make a CFD that would ask them to press 1 to confirm, and then transfer the call? How would the two interact cause wouldn't the Dialer go forever?

We did do it with 3 CFDs and a database.

1. A CFD dialer: checks the DB for a waiting call, if one is found, starts ringing the on-call agent's cellphone. It rotates on a schedule and can escalate to a manager after X attempts.

2. A CFD to record the message from the caller (replaces a voicemail), which just stores the waiting call and message in the DB.

3. A CFD that is played to the agent when they take the call, which will loop waiting calls, play the message and have them press 1 2 or 3 for acknowledging, replay, escalate to manager.

This was VERY complex to build using only a DB. These days I would build a Web API to manage those and have the CFDs be much more simpler.

 

[skywaveorg]

We did do it with 3 CFDs and a database.

1. A CFD dialer: checks the DB for a waiting call, if one is found, starts ringing the on-call agent's cellphone. It rotates on a schedule and can escalate to a manager after X attempts.

2. A CFD to record the message from the caller (replaces a voicemail), which just stores the waiting call and message in the DB.

3. A CFD that is played to the agent when they take the call, which will loop waiting calls, play the message and have them press 1 2 or 3 for acknowledging, replay, escalate to manager.

This was VERY complex to build using only a DB. These days I would build a Web API to manage those and have the CFDs be much more simpler.

Thank you for the description! Yeah I might just do it with Twilio then since I wouldn't have to involve a DB then.