3CX integration inquiry

[Mina Hanna]

We have an inquiry regarding the integration between Zoho CRM and 3CX to enhance our business operations. Let me briefly explain the current state and the business requirement:

Current State:

• We are currently using Zoho CRM to obtain customer leads.
• Sales agents manually take customer phone numbers from the CRM and initiate calls on 3CX.

Business Request:

The business team requests the implementation of a Dialer option on 3CX for the sales agents. Specifically:

1. When an agent is online and ready for calls, the leads assigned to that agent in Zoho CRM should be automatically pushed into a dialer queue.
2. The agent will then receive the calls directly in sequence without manual intervention.

We would appreciate your guidance

 

[Evolute IT]

www.sipcaller.com

With some dev work to integrate both.

 

[edossantos_sipcaller]

As @ConceptsWeb has mentioned, SIP Caller can do the complex part of calling the leads when the agent is available. You would just need to develop an integration to add the numbers to call using a REST API. This is a summary of how you should configure the integration:
1) On 3CX, you will need to create 1 queue for each agent.
2) On SIP Caller, you will need to create 1 campaign for each agent. This campaign should be configured in "Predictive Dialer" mode, and monitor the queue of each specific agent.
3) Using the SIP Caller REST API, you can add lead numbers to each SIP Caller campaign when these leads are added to Zoho. Maybe this can be as easy as adding a trigger in Zoho CRM to launch an HTTP request when the lead is added, so the number is also pushed into SIP Caller.

With this setup, SIP Caller will monitor your agents' queues in real time, and make calls when they are available, automatically pausing when the agent is busy, logged out, in a call, etc.

Please let me know if you need help setting this up.

Kind regards.