Play an announcement during outbound call

[Nik_si]

Hello,

I am using self-hosted 3CX version 20.

I want to implement to Play an announcement when employee will calls to client. "Hello dear customer, reaching X company" etc.

how can I reach this goal?

Thanks.

 

[KyriacosS_3CX]

Hello @Nik_si ,

In general this will require a custom CFD script or use of the call control API. You can find it discussed in older threads such as

Post in thread 'Outgoing call with message played before connecting customer to agent'

Sep 15, 2021

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...

• VoIPTools

If you are unfamiliar with this tools you might want to reach out to someone that specialises in such work for assistance.

Best,
KS.

 

[Evolute IT]

Hello @Nik_si ,

In general this will require a custom CFD script or use of the call control API. You can find it discussed in older threads such as

Post in thread 'Outgoing call with message played before connecting customer to agent'

Sep 15, 2021

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...

• VoIPTools

If you are unfamiliar with this tools you might want to reach out to someone that specialises in such work for assistance.

Best,
KS.

Can't anymore in v20. Can't barge-in from IVR anymore. It broke multiple tools by us and @VoIPTools .

 

[edossantos_sipcaller]

If you have a list of calls to make to your customers, you could consider using SIP Caller. With SIP Caller, you upload the numbers to call to a campaign, and when the call is answered, we can automatically play a prompt, and then send the call to your agents. We can automatically monitor the status of your agents, so we only make calls when they're available.

 

[VoIPTools]

I'm working on a new approach to recreate the v18 functionality. The effort is long overdue, but I may have a solution. I have staff working on it now, but I cannot make any promises until we have a successful test. I hesitate to offer an ETA because 3CX changes drive our priorities, but I am hopeful we have an even better approach.

In your specific case there are some pretty hacky solutions available now. For example, (hold your nose) you could call a Call Flow Designer application (CFD) and have it prompt for the number to dial. It could then perform a MakeCall between a second CFD and the outside party. The first CFD would save who requested to make the call and the 2nd CFD could play the message and then transfer the call to the original extension that initiated the call. Yes, yuck.

Or the first CFD could initiate a call between an IVR and the outside party. The IVR could play the message and then transfer the call to a generic queue with no intro prompt, and no hold music. Presumably there would always be an agent available in the queue since they requested the call.

Or you could have the CFD initiate a call between the outside party and the queue, and have the queue intro prompt play the message.

Yes, I do not love any of the above approaches to the problem, so let us hope our testing offers some good news.