question

sean-mackey11060 avatar image
sean-mackey11060 asked Phong Vu commented

Is there call routing based on 3rd-party API response?

We are demoing RingCentral.


Our current phone system looks at the caller ID of the inbound call and submits it to an in-house developed API that returns with where to route the call.


This API does a lookup based on the caller ID inside our customer management system then calculates what queue/extension to route the call to.


Is there something within RingCentral that allows for a 3rd party API to do something like this?


rest api
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Phong Vu answered Phong Vu commented

Hi Sean,


Unfortunately, right now this is not possible. All you can do is predefine the call forwarding rules and apply them to the incoming caller id.


However, soon we will release a new API called Call Controller which has the capability to forward unanswered and answered the incoming call. With that, all you need is to detect incoming caller ID and call your CRM system to define which number the call should be forwarded.


If you are interested to get early access to the new API, let us know by sending a request to the developer support team on a help ticket.


+ Phong

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Is it possible then to programatically (using the API) to inject caller ID rules into the system? 
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Yes, please check the APIs under the call handling settings section. Particularly this API to set the caller Id from the callers query parameter.

+ Phong
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