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Forward/redirect call based on data from XML/URL (ERP system)

We are able to fetch data from our ERP system, where we can match the incoming call with the main contact.


If caller 222334455 is connected with agent XZY, then the call should be transfered/forwarded to this agent if the agent is available. If the agent is not signed in or busy etc. then the call should go back to the mainnumber OR the seconday contact person,who is also listed.

This is for providing a better customer experince, and skip an internal transfer of the call.


Let me know, if you need futher details.

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  • Guest
  • Nov 9 2022
Zylinc Cloud
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    Henrik Skourup commented
    November 11, 2022 09:52

    Hi Jacob


    Thank you for your input.


    We currently have some parts of that solution, but putting it all together is currently not possible. However we like the idea, so we have promoted it to EPIC for further refinement, and we might reach out to you during that process to get further insights on this idea.


    Best Regards

    Product Management

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