Looking for technical info on how best to integrate Talk with 3CXAnswered
We are planning to implement Zendesk very soon and one of our requirements was to use Zendesk with our on-premise 3CX system. We were told that Zendesk works with the 3CX web or desktop app only. However since we wish to use our physical phones instead of the app we were told that this was not possible but that we could use Talk to forward calls to a number and extension. However we are not sure that this would work for us since we use an IVR menu for incoming external calls and Hunting groups. Our service provider who is managing our on-premise 3CX VoIP PBX has no experience with integrating ZD with 3CX and asked us if we could direct them to any technical docs which might help in how best to implement this. Any help would be much appreciated.
Thank you for the question. The proposed solution would work with call forwarding. Once the call is forwarded via our IVR, the rest is up to 3CX. It should not disrupt your IVR and other functionality. Here is an article to call forwarding.
The best way to test this is to try it (set up a trial account; contact support to enable call forwarding). We would also recommend trying call 'overflow' if you want to avoid even using Talk's IVR.
Thanks for your reply. But is there a way to bypass completely Talk's IVR since we already have an IVR in place. Yes, I think the best way is to test this out before implementing call forwarding.
Please sign in to leave a comment.