Automatic call transfer to responsible manager
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To automatically direct an incoming call to the Manager responsible for the entity (contact, company, or lead) in CRM, you need:
- 1.CURL command must be enabled in Asterisk. Check it out:
$ asterisk -rx 'core show function CURL'As a result, you should get a description of the curl function. If CURL is not available, it must be installed on the Asterisk server.
- 1.In the PBX dialplan, you need to create a context which the call will come to BEFORE the voice greeting.
Asterisk setup
Set the context in file
/etc/asterisk/extensions_custom.conf. Context below is as example, pay attention to the code, it needs to be changed:[bx24transfer]
exten => 1,1,Set(CURLOPT(httptimeout)=5)
exten => 1,n,Set(CURLOPT(conntimeout)=5)
exten => 1,n,Set(TOEXT=${CURL(http://localhost:8077/forward?phone=${CALLERID(num)},,5)})
exten => 1,n,GotoIf($[${TOEXT}]?from-internal,${TOEXT},1:ivr-1,s,1)In this example:
localhost:8077 - address and port of the server the module is installed on;
ivr-1,s,1 - IVR context where the call goes to if a number was not found in CRM;
CURLOPT(conntimeout)=5 - request timeout (5 seconds); if no data is received, the call will go further.
Context logic:
- 1.The caller's number is passed to the variable.
- 2.The existence of the value of this variable is checked (the variable must contain an internal number of the responsible person for the lead / contact / company). If the number is received, the call is transferred to the responsible person (
from-internal,${TOEXT},1- in the "from-internal" context a call to the TOEXT number is created). If there is no answer (or empty), the call goes to a voice greeting (in this example,ivr-1, s, 1).
It is possible to show the entity name on the phone.
To do this, configure the context as follows:
[bx24transfer]
exten => 1,1,Set(CURLOPT(hashcompat)=yes)
exten => 1,n,Set(CURLOPT(httptimeout)=5)
exten => 1,n,Set(CURLOPT(conntimeout)=5)
exten => 1,n,Set(HASH(forwardHash)=${CURL(http://localhost:8077/extendedForward?phone=${CALLERID(num)})})
exten => 1,n,Set(CALLERID(name)=${HASH(forwardHash,name)})
exten => 1,n,GotoIf($[${HASH(forwardHash,number)}]?from-internal,${HASH(forwardHash,number)},1:ivr-1,s,1)FreePBX setup
It is necessary to include our custom context in the FreePBX dialplan. To do this, use the Custom Destinations module.
- 1.Go to Admin → Custom Destinations and click Add Destination:
In the Target field, specify bx24transfer,1,1. Click Submit and Apply Config. Context added.
- 1.Go to Connectivity → Inbound Routes, select the incoming route which auto-distribution is configured for, and in the Set Destination block, specify Custom Destinations, select
bx24asterisk(context name)
- 1.If you need to change the direction of the call (
ivr-1, s, 1does not fit), you need to find out the context which you want to direct the call to and specify it in file/etc/asterisk/extensions_custom.conf. - 2.For groups we get
ext-group, N, 1, where N - is the group number. The group number can be found in Applications → Ring Groups. - 3.The route for custom destinations can be found in Admin → Custom Destinations, in the Target field.
- 4.For all other cases:
- Go to Inbound Routes,
- Choose a route,
- Right-click on the field with the name of the route and select Explore Element.
- In the source code window find the value of the selected element.
In this case it is
ext-group, 3, 1. Specify this route in the bx24transfer context instead of ivr-1, s, 1.Last modified 1yr ago