Solved Virtual Call Center with 3CX

[somedudeonthesofa]

Hi everyone,

Our organisation has about 140 volunteers. We only get about 7 calls per day. We would like to have a Virtual Call Center in 3CX. Basically, it would work kind of like this:

1) Person calls a telephone number
2) Person enters a volunteer's extension number
3) 3CX dials volunteer's house number
4) Voulunteer answers phone and is connected to the caller.

The purpose of this is to hide the Volunteers' house numbers and to provide one number to call. We would like to do this in 3CX as we have the option of a free hosted virtual machine.

Can you give any info,advice and tips on this?

Thanks,
James

 

[StefanW]

this should be simple. Every IVR (digital receptionist) in 3CX is direct dialling enabled by default.
So best to point the "public" number to an IVR and announce to enter the extension number of the person you wish to talk to.

Caller types 101 and will be transferred to 101. Ext 101 settings (forwarding rules) is always in AWAY and you enter the house number as external destination. Still you need to see how you manage missed calls and busy calls. For the topic I am leaving this out. If users dont know the ext number you may look into the call by name feature 3CX IVRs offer.

Best to see this academy topic --> https://www.3cx.com/3cxacademy/videos/intermediate/digital-receptionist/

Another way, which also saves you the cost for calling out, is to use the 3CXPhone given that the "houses" have WiFi/internet. The 3CXPhone is for free...

 

[somedudeonthesofa]

this should be simple. Every IVR (digital receptionist) in 3CX is direct dialling enabled by default.
So best to point the "public" number to an IVR and announce to enter the extension number of the person you wish to talk to.

Caller types 101 and will be transferred to 101. Ext 101 settings (forwarding rules) is always in AWAY and you enter the house number as external destination. Still you need to see how you manage missed calls and busy calls. For the topic I am leaving this out. If users dont know the ext number you may look into the call by name feature 3CX IVRs offer.

Best to see this academy topic --> https://www.3cx.com/3cxacademy/videos/intermediate/digital-receptionist/

Another way, which also saves you the cost for calling out, is to use the 3CXPhone given that the "houses" have WiFi/internet. The 3CXPhone is for free...

Thanks! That's great! I have two questions, though:

How can I call out via the landline?
How can they check voicemail messages via the landline?

Thanks for your support
James

 

[StefanW]

How can I call out via the landline?

there is no easy way to do it out of the box. see below

How can they check voicemail messages via the landline?

you can point and DID/DDI to the Vbox system (999 in the most common setups) and then log in with extension number and vbox pin. There is also an setting which can be enabled to allow users to dial out once connected to the vbox system (settings -> pbx -> "Enable Outgoing calls in Voicemail Menu" (default off)

 

[somedudeonthesofa]

there is no easy way to do it out of the box. see below



you can point and DID/DDI to the Vbox system (999 in the most common setups) and then log in with extension number and vbox pin. There is also an setting which can be enabled to allow users to dial out once connected to the vbox system (settings -> pbx -> "Enable Outgoing calls in Voicemail Menu" (default off)

Thanks! The head of IT is now jumping for joy!