Outgoing call with message played before connecting customer to agent

[greychain]

I have a requirement to play a message saying the call will be recorded for QOS for manually dialed outgoing calls.

The only way I can think of is to have a CFD that the agent dials first, then enters the number to be dialed and then the call is placed.

Is there any better way to do this?

 

[NickD_3CX]

I can't of another way this would be possible, and to be honest, I am not even sure if this is possible with the CFD.

I'll move the thread over to the CFD section in case someone there can advise.

 

[edossantos]

Hello @greychain,

Using the CFD you can do it as you explained. You create a CFD app that asks for the destination number. Agents call this app, enter the destination number via DTMF, and hang up. Next, then CFD app uses the Make Call component to make this call to the desired number, and connects the call on the other endpoint to a CFD callflow which would play the prompt, and then transfer the call to the agent. In order to do this, you will need to store the information of the agent's extension and the destination number somewhere, for example a database, so the callflow that plays the prompt can get the details of the agent associated to this call, and do the transfer to this number.

The user experience for the agent is not very friendly in my opinion. Entering the number via DTMF is error prone, and you don't have the ability to use click to call, in case you have the number in a web site or app....

Something else you could do is, making the call as usual, and when the external party answers, the agent adds an IVR to a 3-way conference call, so the customer listens to this prompt. You could probably configure a BLF key for this, so for the agent would be just pressing a button. But if the agent forgets this, the prompt will not be played....

 

[VoIPTools]

As an alternative to the CFD, you could use the 3CX Call Control API to monitor for specific outbound calls, and when the call is connected, barge into the call, play a message, then drop the barge. We do something similar with our "3CX Agent Greeting" tool for inbound queue calls.

I have to admit, however, that I can't imagine this being a very customer-friendly initial interaction. This sounds like something I would instantly hang up on if I received such a call. Perhaps a more flexible approach would be to have the agent push a button after the initial contact that inserts the disclaimer. Naturally, that places the burden on the agent to remember to press the button, but that is another option.

 

[greychain]

Thanks for the ideas, after a few beers I came up with something along Ernesto's first suggestion suggestion. Also agree with it not being a nice way to start a call.