Welcome message before connecting to extension

[Vineeth Mohan]

Hi,

I need to play a message before transferring the call to an extension.
I configured an inbound rule to land in a DR From the DR on entering an input the call is transferred to an extension. But before the call is transferred I need to play a message.

Thanks in advance

 

[VasilisV_3CX]

Hi @medigitalgroup,

Do you mean that after the selection you'd like a prompt to play then connect to an extension?

 

[Vineeth Mohan]

Hi @medigitalgroup,

Do you mean that after the selection you'd like a prompt to play then connect to an extension?

@VasilisV_3CX yes...

 

[VasilisV_3CX]

Hi again @medigitalgroup,

The only way I could see this working is by routing the DR to another DR after making the selection. So each extension that requires its own unique message will need a DR which will play the prompt then immediately transfer to the extension. Would that work for you?

 

[Vineeth Mohan]

Actually I have a scenario like below

Inbound call comes to DR where I will have language options. 1 for English & 2 for Arabic
After input
Forwarded to another DR where I will have an option,1 for external forwarding and 2 for customer support(don't mind as it is already sorted)
For 1 i need to play a message and then forward the call to external number
After time out if the external number doesnt pick the call i need to play another message where i will have another option 1 to hold and 2 for customer support(leave option 2, as told already sorted)
We will have different inbound numbers and these numbers will be forwarded to different external numbers. Please bear in mind messages will be different for english & arabic


For the above, do I need the below
1 inbound route
5 DR for initial config and then additional 4 for each external numbers?
1 extension

Is there a way I can configure less complicated. Does the system support it as we are expecting 400+ DR & 100+ extensions & 100+ inbound routes. Simultaneous calls will be max to 8 calls. Do u have any system specification as I had hosted it locally.

Thanks in advance

 

[VasilisV_3CX]

Hi @medigitalgroup,

After some thought, this seems to be the simplest way to set up this scenario without using too many DRs. You would need to program DID A to match to Extension A, DID B to Extension B via CFD (Call Flow Designer) logic. Below is a flow diagram of what I believe it would look like. Note that for the Arabic part, it would just be a mirror of the English flow.

If you have difficulty setting this up, I'm sure a number of 3CX Partners would be able to assist.



[EDIT]
I updated the picture to better depict that incoming calls could be coming to multiple DIDs.

 

[Vineeth Mohan]

So for this do i need to have a CFD for each extension?

 

[VasilisV_3CX]

Hi @medigitalgroup,

No the idea was to remove as many independant parts as possible. So no, you'd design 1 CFD and reuse it for all of the extensions / DIDs. The DRs above would be static as well, you'd only need 1 DR per "DR block" shown above, which will be reused in the call flow.

The only thing you'd need many of, is extensions to match the DIDs you have. 1 DID = 1 Extension.

 

[Vineeth Mohan]

@VasilisV_3CX I doubt there is a misunderstanding on my requirement. In the solution u proposed there is one did from DID A to which the incoming calls are routed and then the call is redirected to external numbers from extension. But for me the DIDs will be different to which the call is received and after the messages the extension is routed to an external nunber. I mean to say the DID will be different for all incoming calls.
Let me know if its clear and please propose the best solution

 

[VasilisV_3CX]

Hi @medigitalgroup,

You can have as many DIDs as you like. DID A was just an example. It can be DID B, DID C etc. The CFD will detect which DID the call came from, and route through to the extension associated to the DID (which you will have to create). The flow remains the same, any DID comes in, goes to the same DR and follows the same flow.

 

[Vineeth Mohan]

@VasilisV_3CX Sorry for the back to back questions. As mentioned by you the DR's created will be static. I dont get the point in that. As per the flowchart you gave the 2nd DR routes to an external number. So in that case it should be created for all different external numbers.
Is there a limit in the number of DR's created. And does the performance of the system gets affected with more DR's

 

[NickD_3CX]

Hi!

I think you misunderstood the word "external".

Your description of what you wanted was this:

Forwarded to another DR where I will have an option,1 for external forwarding and 2 for customer support(don't mind as it is already sorted)

The word "External" in the diagram is referring to the highlighted menu item of your description.


No there is no hard-limit to the max DRs that can be on a system, you are only limited by the Extension Digits (5-digits max), so you could create a lot.

Performance though of course is affected, but mainly when they are in use, not while they are idle.


Generally I think you should consult with a 3CX Partner, most should be familiar with the CFD and will most likely be able to help you build the most efficient way of making this.

 

[Vineeth Mohan]

Hi @medigitalgroup,

After some thought, this seems to be the simplest way to set up this scenario without using too many DRs. You would need to program DID A to match to Extension A, DID B to Extension B via CFD (Call Flow Designer) logic. Below is a flow diagram of what I believe it would look like. Note that for the Arabic part, it would just be a mirror of the English flow.

If you have difficulty setting this up, I'm sure a number of 3CX Partners would be able to assist.

View attachment 23248

[EDIT]
I updated the picture to better depict that incoming calls could be coming to multiple DIDs.

Thanks @NickD_3CX @VasilisV_3CX

In my scenario one extension will be handling both English and Arabic. So I will just need to have 1 CallFlow.
I had configured the above and is working fine. But the Last DR doesnt work on language based as I use the same extension.
So I was thinking of the below.

1. Configure wildcard DID for incoming calls
2. Calls lands on the DR to select Eng Or Arb
3. Call transferred to Eng DR or Arb DR (2nd Msg Played)
4. Both cases call forwards to CFD Extension
4. Create a Condition to check if the calls is forwarded from Eng DR Extension or Arb DR Extension with EQUAL(session.transferingExtension,"ExtnNum")
5. Call gets transferred to another condition where it checks the DID and transferred to the designated Extension with condition EQUAL(session.did,"xxxxxx")

Now I need to play another Prompt based on the selected language and transfer to another DR.
What component can i use to get the detail of the option entered by the caller intially. (The one from Step 4 )

Thanks In Advance

 

[NickD_3CX]

Now I need to play another Prompt based on the selected language and transfer to another DR.
What component can i use to get the detail of the option entered by the caller intially. (The one from Step 4 )

The short answer is, you can't. There is no way I can think of where the CFD could know through which DRs it has gone through before getting to it. Variable "session.transferringExtension" does not contain this either, it only is valid to detect extensions that did Blind Transfers.


Also about this:

1. Configure wildcard DID for incoming calls

Check the description in the CFD:

You will have to have an Inbound Rule for each DID if you want this to work.

 

[Vineeth Mohan]

The short answer is, you can't. There is no way I can think of where the CFD could know through which DRs it has gone through before getting to it. Variable "session.transferringExtension" does not contain this either, it only is valid to detect extensions that did Blind Transfers.


Also about this:

Check the description in the CFD:
View attachment 23685
You will have to have an Inbound Rule for each DID if you want this to work.

@NickD_3CX About the DID thing you mentioned. Actually I had got this working with the wildcard inbound rule. Its detecting the DID and is routing it to the desired extension..

 

[NickD_3CX]

@NickD_3CX About the DID thing you mentioned. Actually I had got this working with the wildcard inbound rule. Its detecting the DID and is routing it to the desired extension..

....I'm just reading the manual.....