Hi,
we are almost finished with migrating our existing Callcenter queues to 3CX (v16.05.619, planned update in Q1/2021)
Our callcenter is maybe a little bit special concerning their callcenter activity.
I will try to explain this with following example/use case:
Queue "Support Team" has "Support Agent 1", "Support Agent 2", "Support Agent 3"
"Support Agent 1" should work on Tickets whereas the other ones should be able to receive phone calls and work on tickets when necessary.
- When a ticket is opened in CRM, the URL-reference of this ticket should be transferred to 3CX.
- After "Support Agent 1" finishes the processing of the ticket within the CRM System, the ticket should be closed an the information must be present in 3CX.
- During ticket processing no calls may be transferred to this "Support Agent 1". The status of "Support Agent 1" may be "not available"
- The CRM ticket should be handled like a phone call regarding SLAs, Reports and display in Custom Wallbaord (information coming from 3CX)
In the near future this also shall be possible with customers which our "Callcenter/Contact Center" via E-Mail or Chat.
I couldn´t find anything in the CRM documentation or in the forums.
So I would kindly ask you to tell me, if the above mentioned request is possible with CRM integration/template generator.
we are almost finished with migrating our existing Callcenter queues to 3CX (v16.05.619, planned update in Q1/2021)
Our callcenter is maybe a little bit special concerning their callcenter activity.
I will try to explain this with following example/use case:
Queue "Support Team" has "Support Agent 1", "Support Agent 2", "Support Agent 3"
"Support Agent 1" should work on Tickets whereas the other ones should be able to receive phone calls and work on tickets when necessary.
- When a ticket is opened in CRM, the URL-reference of this ticket should be transferred to 3CX.
- After "Support Agent 1" finishes the processing of the ticket within the CRM System, the ticket should be closed an the information must be present in 3CX.
- During ticket processing no calls may be transferred to this "Support Agent 1". The status of "Support Agent 1" may be "not available"
- The CRM ticket should be handled like a phone call regarding SLAs, Reports and display in Custom Wallbaord (information coming from 3CX)
In the near future this also shall be possible with customers which our "Callcenter/Contact Center" via E-Mail or Chat.
I couldn´t find anything in the CRM documentation or in the forums.
So I would kindly ask you to tell me, if the above mentioned request is possible with CRM integration/template generator.
