Routing calls based on field in Zendesk (or Hubspot)

[eric1487]

Hi,

I've implemented 3CX at my previous company and we loved it. My new company is currently using Zendesk Talk, which leaves a lot to be desired in terms of routing inbound calls.

Our support unit is made up of three teams:

• Team A
• Team B
• Team C

Clients are assigned to a team and we store that team in their Zendesk profile (and Hubspot). We have one support phone number, and clients do not know which team they are assigned to. So when Client XYZ calls, Zendesk Talk can recognize that they're in Team C and route the call to that team. Is that something that 3CX can do? I'd like to build a call flow app that can do that, and if the phone # is unknown, then it will ring all 3 teams.

Thanks for any insights!

 

[Evolute IT]

We can build that in CFD yes. Relatively easy.

 

[edossantos_sipcaller]

This is what you should do:
1) Configure the integration with your CRM in 3CX.
2) Use the CRM Lookup component to get the details of the contact from your CRM. This will return a JSON.
3) Parse the JSON using the JSON / XML Parser component, and get the values you're interested in.
4) Check the value using conditions and transfer the call to the appropriate destination in each case.

If you don't have experience building CFD apps, you should contact @ConceptsWeb for help, they have vast experience in this field.