Some insight into CFD and help.

[DARSFoG]

I have a client who would like to a call-center type of setup. Where a call comes in, their customers enter in their zip code and it checks the database and routes the call to the proper agent or to a call que/ring group/voicemail box.

I was originally looking at doing this with a five digit extension tree. However, the more I thought about it, the more overhead/maintenance it would take to deal with all the different extensions. Especially since one agent may cover multiple zip codes.

then I remembered the CFD. Looking over the documentation for the CFD, I am a little overwhelmed. Besides what's been posted, is there other training material? I believe the actual call flow is pretty simple, I'm just not sure about how to take my "plan" and place it into the CFD.

Thoughts, comments, help?

 

[edossantos]

Hello @DARSFoG,

The app you need to build is pretty simple. You start with a User Input component to request the 5 digits ZIP code. Then you use a Database Access component to get the destination extension for that ZIP code. Finally you use a Transfer component to transfer the call to the number returned by the database.

You can take a look at the following examples, which do something similar:
https://www.3cx.com/docs/cfd-creating-phone-support-portal-1/
https://www.3cx.com/docs/cfd-creating-phone-support-portal-4/

In this example, we request the caller to enter an ID and PIN (part 1). You just need to ask for a ZIP code. Then, in part 4 we show how to validate the ID and PIN against a database. In your case you just need to send the ZIP Code and get the destination extension back.

Hope you find this useful.

 

[VoIPTools]

You can do this with inbound rules and CID routing, or you can take a look at our solution developed for this purpose which includes a web portal for administration and the ability to support multiple groups with different routes. For example, if a call comes in on the sales DID you might want to route calls to one extension, while calls that come through the support DID.route to another.

 

[DARSFoG]

Thanks @edossantos those were the documents I was looking at. I haven't gotten a chance to play with it yet, but I think this will do what I need it to do.