Can we dynamically route an incoming calls depending on external database info (caller’s details, queried by phone number)
Which App Type (OAuth / Chatbot / JWT / Webhook)?
Pre-development. Already using JWT for other needs, but having trouble to find where to start to achieve our goal (no existing api seems applicable unless I’m missing something).
I want to route incoming calls to different call queues / phone users depending on their CRM data (which department or agent is handling that customer).
Justification: this would greatly help customers avoid long IVR menus and being routed directly to what they need, or at least shorter menu which is tailored for them.