Posted by Telnamix
Simplify outreach with smarter, automated campaigns

Need to notify customers fast? Or run a campaign that automatically connects callers to the right person? With the 3CX Call Control API, you can automate outbound calling using IVR prompts and routing — no manual dialing required.

Let’s walk through how it works and how your business can take full advantage.

What Is an Outbound Prompt Campaign?

An Outbound Prompt Campaign lets you automatically call a list of numbers, play a pre-recorded message, and guide callers using touch-tone menu options (DTMF). Based on their selection, they can be transferred to the right department or support team — all without human intervention.

Example:
Say a flight gets canceled. Airlines can immediately notify passengers with a recorded message, offering menu options like:

• “Press 1 to speak to an agent.”
• “Press 2 for refund options.”

This campaign logic also works for:

• Customer satisfaction surveys
• Product recall notices
• Promotional offers
• Emergency alerts

Setting Up with the 3CX Call Control API

Here’s the high-level process for building your automated outbound calling solution:

1. Create an IVR Extension

In 3CX, set up an IVR (Interactive Voice Response) extension to handle calls. Connect it to your Call Control API to enable automation.

2. Upload Phone Numbers

Your interface can use a simple text field to load numbers separated by commas. Example:

const destinations = source
  .split(',')
  .map((num) => num.trim())
  .filter(Boolean);

Each number is added to a queue for processing — if the line is busy or the call fails, you can retry automatically.

Making the Call

Once numbers are queued, the API begins placing calls:

• It checks that the source extension is free and the PBX is online.
• Calls are launched from an available device.
• If everything checks out, the call connects and plays the IVR menu.

Here’s a glimpse of the method used behind the scenes:

makeCallFromDevice(sourceDn, deviceId, destNumber);

This triggers the outbound call from a specific device to the destination number.

Handling Errors Gracefully

Things don’t always go as planned — and that’s okay. If a call fails (e.g., device not found, PBX down, source busy), the system logs the failure with a clear reason. This makes it easy to troubleshoot and retry as needed.

Tracking Progress in Real-Time

A WebSocket connection keeps tabs on:

• Who’s on the line
• Which calls are complete
• When an agent becomes available

If the agent handling the campaign becomes free, the system automatically moves on to the next call. All updates are synced in real time.

Why Use This Over Traditional Outbound Dialing?

Compared to manually dialing or using basic auto-dialers, 3CX Call Control API gives you:

• Full customization: Build rich IVR flows tailored to your campaign.
• Smart routing: Connect customers to the right person or department.
• CRM integration: Pull data from your system to personalize calls.
• Resilience: Retry failed calls and manage busy signals.

Want to See It in Action?

You can explore more sample scripts and code examples in the 3CX GitHub Repository. Or, let our team at Telnamix help you set up your automated calling campaign from start to finish.

Whether you’re notifying hundreds of customers or running a proactive outreach campaign, 3CX and Telnamix make it simple, smart, and scalable.