Send Pre-recorded message as a voice mail

[berber]

Hello. Is there any way of selecting a pre-recorded message from a list of messages and send that as a voice mail to the recipient? Is it possible using CFD or CRM Integration using CRM Template generator?

 

[edossantos]

Can you please elaborate a bit more? Describe the use case as much as you can. Where you want to select the pre-recorded message? Who is the recipient? A customer that calls you? An email that you receive? Please explain this in more detail so we can understand what you need, and tell you if it's possible or not and how to do it.

 

[berber]

@edossantos we have the Professional Perpetual (v16.0.655) license of 3CX.
We have to make frequent calls to candidates (recipients) regarding job openings, schedule interviews, etc. Whenever a candidate is not available we send them a voice message (saying "Hello, we tried calling you but couldn't get hold of you. Kindly revert back once you are available.")

Now each of our employees makes approx 100 calls (to different candidates) every day and every time a candidate isn't available, we have to manually record the same message again and send that to the candidate.

Requirement: During the time of the call, as soon as I hear "sorry the user isn't available. Press the pound (#) key to record a voice mail" --> a pop-up should open up where I can choose a message from a list (each of our employees will have their own list of pre-recorded messages in our database and the pop-up will only contain my list of messages) or I can record a voice message again. After doing that (choosing a pre-recorded message OR recording the message again), there should be a Send button on the pop-up on click of which that voice message will go to the candidate and the call would get disconnected automatically.

 

[edossantos]

Thanks for providing additional information.

Unfortunately there is no way to do what you need. A CFD app or a CRM template will not help in this case.

 

[edossantos]

Maybe a simple solution you could use is configuring your WAV messages in Digital Receptionists. Then, when the agent hears the voicemail signal, they just transfer the call to the appropriate Digital Receptionist, which will play the prompt, and it will end up in the user's voicemail.

You could also configure these Digital Receptionists extensions as BLF keys, so the agent would just need to press that BLF key...

 

[berber]

@edossantos can we do this thing?

There is no need to open a pop-up on a voice mail signal OR make a connection between 3CX and my application. I will have my application page open throughout the day in a tab. That page will have all the necessary messages list, Send button, etc.

Now if I am calling a candidate and as soon as I hear that beep sound (voice mail signal) I will manually go to my application tab and select a recording from there and click on the Send button.

Can that send a voice mail to the candidate and end the call?

 

[berber]

@edossantos please confirm if the thing I mentioned above is also not possible?

 

[edossantos]

No, you can't do that from your app. The only option is transfering the call to a Digital Receptionist to play the prompt.

 

[berber]

@edossantos thanks a lot. But we have 60 employees who make these calls on a daily basis. Now each employee has their own voice message (like "Hello My Name is .....") and one can have multiple voice messages.

So, could you kindly tell whats the maximum no. of digital receptionists we can have and how can we set them up and configure them as BLF keys?

 

[edossantos]

The limit to the number of Digital Receptionists you can have is the number of extensions available in your system. If you have 3 digits extensions, you can have no more than 1000 extensions. So that will be the limit, not considering all the other extensions you already have. So, if this is a problem, you might need to considering increasing the extensions length.

About BLF keys, please check these articles:
https://www.3cx.com/pbx/blf-function-keys/
https://www.3cx.com/sip-phones/busy-lamp-field-dss-keys/

You can configure them from the 3CX console > Extensions > BLF tab.

 

[berber]

@edossantos yes we have 3 digit extensions. But as I said we have just 60 employees working with us and each one of them has his/her own 3-digit extension.

So, according to our current scenario, the max no. of digital receptionists we can have is 60 or 1000?

Let's say we need to increase the no. of digital receptionists what can we do?
Maybe add more extensions without assigning them to anybody because we can't hire more employees obviously?

 

[edossantos]

So, according to our current scenario, the max no. of digital receptionists we can have is 60 or 1000?

It will be less than 1000. The maximum number of extensions you can have in your system is 1000. You already have 60 extensions, maybe some queue, ring group, digital receptionists... All that should be deducted.

Let's say we need to increase the no. of digital receptionists what can we do?

If 1000 extensions in your system are not enough, you will need to reinstall 3CX using 4-digits extensions. That will allow you to have 10.000 extensions in total (including normal extensions, digital receptionists, queues, ring groups, etc.).

 

[berber]

@edossantos thanks a lot for all the help.

One last thing I wish to ask is regarding the Outbound Rules.

As I was going through one of your training videos regarding CFD I found out that we can disrupt the normal flow of an inbound call and transfer that to some other extension, can't we do the same thing for outbound calls (by adding a CFD app to outbound rules)

The flow would be something like this:

If voicemail beep occurs --> transfer the call to a specific extension --> play prompt and exit (this prompt will end up in candidate's voice mail)

Using this our employees won't have to manually transfer the call every time using digital receptionist.

Please share your views on this

 

[edossantos]

One last thing I wish to ask is regarding the Outbound Rules.

As I was going through one of your training videos regarding CFD I found out that we can disrupt the normal flow of an inbound call and transfer that to some other extension, can't we do the same thing for outbound calls (by adding a CFD app to outbound rules)

The flow would be something like this:

If voicemail beep occurs --> transfer the call to a specific extension --> play prompt and exit (this prompt will end up in candidate's voice mail)

Using this our employees won't have to manually transfer the call every time using digital receptionist.

Please share your views on this

No, you can't do this. You have an established call between your agent and the external party. A CFD app can't listen to what's happening in that call to do transfer the call somewhere else when you have the beep. There is no way you can do this. The only option is what I have explained, manually transfering the call.