Hi all,
I have a CRM integration with our CRM system Autotask. In Autotask, all our customers are divided into several Departments, so that each customer is always supported by the same team.
My goal is to extend this setup to 3CX. Ideally, I want 3CX to recognize which Department a customer belongs to, so the call can automatically be routed to the correct Queue.
My idea was to create an AI Receptionist that asks for the company name and, based on that, transfers the caller to the appropriate Queue. However, I do not want to use the “Route by topic” feature for this, because that would require me to manually add and maintain every customer in the list.
The ideal scenario would be for the AI Receptionist to retrieve the Department via the CRM integration after the caller has mentioned the company name, and then route the call to the correct Queue. As far as I understand, this is not possible because 3CX can only perform CRM lookups based on the phone number.
Do you perhaps have any ideas on the best way to approach this?
EDIT: I have considered using a CFD, but this would mean that we need to have all our customers’ phone numbers filled in within Autotask. However, our customers call us from multiple phone numbers, sometimes even from personal mobile numbers.