The aim of the game here is to advertise through on hold music products that a company calling us does not have, this is dependent on the caller that rings in and the marketing groups in ConnectWise they are assigned to.
We use 3cx and ConnectWise, we would like to be able to detect the caller that calls through to the 3cx IP PBX system and then cross reference the caller to the phone number in ConnectWise. On Detection of the caller 3cx will then know what marketing groups have been assigned to that caller and know what call queue to place them in.
So there are a few different scenarios:
1) Caller is Known and is not in a group
2) Caller is Known and is in a group
3) Caller is Known and is in many groups
4) Caller is not Known
For each Scenario:
1) Caller is put into a default call queue
2) Caller is put into the call queue of the same name as the marketing group, on hold audio is played that reflects that call queue
3) Caller is placed into a randomised Call group, the on hold audio is played that reflects that call queue
4) Caller is sent to the default Digital Receptionist
For instance, if we have two marketing groups one called "Offsite Backup" the other "Website Hosting" and we have a company in ConnectWise called "XYZ accounting" with phone number "0211223344". They are assigned to "Offsite Backup" in ConnectWise as a marketing group. When they call through they hear the on hold music for the Call Queue "Offsite Backup", but if another company called through, or if "XYZ accounting" is moved out of all marketing groups they would be assigned to a default call queue for caller detected calls. If the caller is not detected they are presented with the digital receptionist and then we can make call prompts from here. If the caller is detected and are not in any marketing groups they would hear the default call queue.
Preferably on creation of the marketing group in ConnectWise, it creates a call group in the 3cx Phone System Management Console with a default template of the settings, all that would be needed is to change the on hold music to advertise that marketing group; otherwise some sort of reference table for this would be needed. The syncing of Call Queues and Marketing Groups to companies could be done as a cron/scheduled task of a night, it is not critical that the prompts are accurate to anything more than a day.
Knowledge of the ConnectWise and 3cx API’s are a must! All will be written through this and a manual on usage including the installation of the integration needs to be created.