Small Call Center

[sadler19]

Hello,

We are trying to see if 3CX is a good solution for what we are looking for.

We have a call center with 3-4 agents that are going to be taking calls for 6 different companies. The agents need to know what company the caller is calling so they call properly answer the call ABC Company, how may I help you. Each company needs their own call queuing and moh recording. The agents need to be able to answer calls for any of the companies and we also need the callers to not know that other companies exist. Being that the agents need to answer calls for all companies, I didn't think this fell under needing a multi-tenant solution.


Thanks for any help.

 

[Borsoock]

Yes, you can build such solution on 3CX.

Thanks

 

[abc123]

Yes this can be done easily in 3cx.

You have two options.

Both options need a unique set (1 or more) of phone numbers (DIDs) for each company so you can route based on that in 3cx.

The first option would be to set an inbound rule for each DID and pass it to a Digital Receptionist where a voice intro can be played (e.g. "welcome to company A, press 1 for sales, 2 for support etc."). Then set up call queues or ring groups for each company's sub group (e.g. CompanyA Sales, CompanyA Support, CompanyB Sales) and route to the correct one.

The second option would be to not bother with a digital assistant and go straight to a queue or ring group (a queue can still play an intro prompt but the caller would not get choices as to who they would connect to).

In both cases, add the relevant agent extensions to the queues or ring groups you want them in. And in 3cx settings you need to set the show group/queue names and then a choice between append or prepend (We prefer prepend). Then when the agents phone rings they will see (if it is prepend) CompanyA Sales: xxx-xxx-xxxx (the caller id) or CompanyA:xxx-xxx-xxxx (if it was option 2 you set up).

So looking at the queue/ring group name they will know who the call was for.