Solved Possible for customer to call back the same agent?

[svenv]

Is it possible that when a customer calls back our phone number within say 15 minutes, he/she is automatically connected to the same agent he/she was talking with first, bypassing the IVR?

 

[VasilisV_3CX]

Hi @svenv,

This could be accomplished using the CFD coupled with the output of the CDR. Firstly, I'd suggest changing the CDR file size to 1MB so that when the CFD does a lookup of the CDR file, it doesn't take too long to bring the data back.

What you'd need to do is to create a CFD which checks the CDR for the last calls within 15 minutes, if the number exists, check which agent took it and forward the call directly to that agent, else maybe forward to the IVR or Queue (your choice).

More on our Call Flow Designer here.
More on our CDR system here.

 

[VoIPTools]

While I agree with VasilisV_3CX all all the points mentioned, I think the solution is a little more complicated. To be clear, the CFD application needs to be placed in front of the queue when routing the call. For example:

IVR --> CFD --> Queue

All calls destined for the queue should first be processed by the CFD application to decide whether the call should be forwarded to the previous agent or to the queue. I assume you don't want to send the caller directly to the agent if that agent is not available (definition: presence set to available, logged into the queue, phone is registered, and not currently in a call). Your Call Flow Designer would need to take the agent's availability into account and if the agent is not available, presumably forward the call to the queue.

 

[svenv]

@VoIPTools Actually, we prefer the CFD to be in front of the IVR, as long as it's within 15 minutes after the last call. In case the agent is not available, it then goes to the IVR to select the queue, or better it goes to the queue the agent belonged to.

I looked at CFD and I got overwhelmed. Is there someone we could hire to create the script?

 

[Evolute IT]

@VoIPTools Actually, we prefer the CFD to be in front of the IVR, as long as it's within 15 minutes after the last call. In case the agent is not available, it then goes to the IVR to select the queue, or better it goes to the queue the agent belonged to.

I looked at CFD and I got overwhelmed. Is there someone we could hire to create the script?

We actually did that exact thing internally using our CRM and a custom property. Adding a timeout wouldn't be hard.

 

[VoIPTools]

We can help too.

 

[Alphabetic]

@VoIPTools Actually, we prefer the CFD to be in front of the IVR, as long as it's within 15 minutes after the last call. In case the agent is not available, it then goes to the IVR to select the queue, or better it goes to the queue the agent belonged to.

I looked at CFD and I got overwhelmed. Is there someone we could hire to create the script?

You can find a partner here:

https://www.3cx.com/ordering/find-reseller/

 

[svenv]

We actually did that exact thing internally using our CRM and a custom property. Adding a timeout wouldn't be hard.

Amazing, let me send you a PM

We can help too.

Thanks

 

[VasilisV_3CX]

Glad you've found partners who can assist @svenv. Will close this thread now.