3CX and Movidesk (BR) integration

[cberni]

Hi... We are trying 3cx and we need a simple call journaling integration.

1- the call is transfered (originaly outbond) to a extension or group

GET: https://api.movidesk.com/public/v1/...8-5-1T17:00:00&transferDate=2018-5-1T17:02:00

2- the call is completed/finished (after number 1)

GET: https://api.movidesk.com/public/v1/...hamada.com.br&completedDate=2018-5-1T17:20:00

3- the call is not answered (originaly outbond)

GET: https://api.movidesk.com/public/v1/...8-5-1T17:00:00&canceledDate=2018-5-1T17:20:00

everything is described here: https://atendimento.movidesk.com/kb/article/32178/api-do-movidesk-telefonia-sem-controle-da-fila


The big question is how could I discover the scenarios IDs?
The first match ir a tranfered call to request a get URL. And when the call has ended need to ask a URL with the call record link. There is no need to turn back other informations....

 

[cberni]

thanks a lot
I thought that inbound could be extensions call.

So we have Missed and Notanswered. Can we report when a call has finished? how?

 

[edossantos]

So we have Missed and Notanswered. Can we report when a call has finished? how?

That also refers to external calls:

• Missed: an inbound call which was not answered by any agent.
• Notanswered: an outbound call which was not answered by the destination.

But always calls must be to or from external lines.

 

[cberni]

ok. thanks a lot.
but there is how to call a get url when the call has finihed? to report it to the CRM?

ex:
the call started. send the notification to CRM
the call has finished. send the notification do CRM

 

[edossantos]

If you're creating a CRM template, the ReportCall scenario will be invoked when the call ends, as long as there is a matched contact. But this will only happen for calls to or from external lines.

 

[cberni]

ok. I'm analyzing the SIP for this tests from external lines.

ReportCall scenario will be invoked when the call ends. And when the call starts? How could I differ when the call starts and when the call ends? I would need a URL get call at starts and another at ends.

 

[edossantos]

ok. I'm analyzing the SIP for this tests from external lines.

ReportCall scenario will be invoked when the call ends. And when the call starts? How could I differ when the call starts and when the call ends? I would need a URL get call at starts and another at ends.

During call start you have the contact lookup. However, this will not be always invoked. You shouldn't use this as a call start notification. In some cases, the contact details are taken from cache, and the CRM is not invoked. So you can't be 100% sure that you will receive this request on call start. Actually, there is no call start notification that you can use from the template, because that's not the purpose of the template. The template is used to get contact details when the call starts, and report the call when it ends.

 

[cberni]

any changes to get it more customized with the future REST API?
because this Movidesk integration needs a url api call when starts and another when finished.

would you know a release date for the REST API?

 

[edossantos]

We can't provide any ETA.

 

[cberni]

could not I create another Scenario and call the url when the call starts?
if yes. witch ID should I use? a Scenario that would not use cache and invoked all time...

 

[Evolute IT]

could not I create another Scenario and call the url when the call starts?
if yes. witch ID should I use? a Scenario that would not use cache and invoked all time...

Not when the call starts but when it ends you can add a second scenario after the ReportCall.

 

[cberni]

thanks a lot for the help. but another question...

if the contact contact lookup didn't return a valid contact (return null) is the call journaling invoked?

 

[Evolute IT]

thanks a lot for the help. but another question...

if the contact contact lookup didn't return a valid contact (return null) is the call journaling invoked?

Nope

 

[cberni]

ok... and this second scenario after the ReportCall? is invoked all the time? witch ID should I use?

 

[Evolute IT]

ok... and this second scenario after the ReportCall? is invoked all the time? witch ID should I use?

Any ID. Refer to the manual to set the output next value.

It will be invoked IF the ReportCall is invoked.

 

[edossantos]

@cberni, what you need to understand is that there is no way to reliably invoke an URL when the call starts, only when the call ends.

 

[Evolute IT]

@cberni, what you need to understand is that there is no way to reliably invoke an URL when the call starts, only when the call ends.

There is, but not in 3CX. The best way is to monitor recording files and execute the call on file creation. But, as you said, while reliable, it's not the best best best.