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Repeated calling of number

Discussion in 'Call Flow Designer' started by pks-team, Mar 13, 2018.

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  1. pks-team

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    Hello,

    I am not sure, that the call flow designer is the right way to solve this:
    • customer call a special number and authenticates with a personal PIN
    • During office hours, if PIN is correct, customer is routed to a ring group
    • Outside of office hours, if PIN is correct, customer can record a message
    So far so good. This is Call Flow Designer.

    But now: after office hours, the system should call a specific number (mobile phone of a support specialist) and keep on calling this number every 5 minutes, until the person answers and enters some digits. Reason: we have to make sure, the support sepcilist is awake and picked up the call.

    Atr the time this happens, the communmication with the customer is terminated. Phone call is hang up.

    Can the call flow designer also act and do something AFTER the initial call was terminated?

    Thanks for your help

    Norbert
    PKS-Team
     
    #1 pks-team, Mar 13, 2018
    Last edited: Mar 13, 2018
  2. gustavskii

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    Not in the same project, but it is possible to do so
    You would need to have 2 projects:

    1. Regular call flow that executes the call
    2. Dialer that is going to be always active but start calling only if certain condition is met (if there was a call from a customer, in your case) and continue to work until this "certain condition" is no longer true (in your case the state changes after support person enters some PIN) after it is still stays active and waits for next "condition" state change

    It is possible to do, but it`s a bit complicated
     
  3. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hello @pks-team,

    As @gustavskii said, you need 2 projects to do this. Let me give you more detailed information on how to do what you need to do after office hours:
    1) You need a first callflow, let's call it Callflow1, which is handling inbound calls, validating customers, etc. This is what you described at the beginning. When the PIN is correct and you're out of office hours, you need to store in a database a "job" for a dialer. For example, you can insert the caller number into a database, and maybe a timestamp to register the last calling attempt to the "support specialist", initially left empty.
    2) In the same project, you can also have a Dialer. This dialer needs to query this database. If there are records with the timestamp empty or greater than 5 minutes ago, then the dialer starts a call to the "support specialist", and connects it to a second CFD callflow (let's name it Callflow2). The dialer should also set the timestamp to the current date and time, so the next dialer cycle will not call the specialist again, at least for 5 minutes.
    3) You need another CFD project to create a second callflow (Callflow2). This is the callflow that will be connected to the "support specialist". This callflow will ask the "support specialist" to press a DTMF key, and when done, it will remove the record from the database. Maybe it also needs to inform the customer phone number, in case the "support specialist" needs to call them back...

    Basically that's how you need to do it.

    Kind regards.
     
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