3CX Salesforce Integration

[lippei]

Hi,

we implemented 3CX via the 3CX API for CRM into Salesforce. However, the functionality is very limited yet and our licensed 3CX partner can not help us a lot with the integration. Thus, I hope you guys can help out.
When our employees receive a call from a customer we want Salesforce to open the account / contact of that customer and a log a call file. This should be possible with the Salesforce Call Center and the Softphone. However, does 3CX support this (most probably Open CTI API by Salesforce) and how to integrate it? We couldn't find any information on that in the documentation of your site.

Thank you.

 

[edossantos]

This is the integration we have with Salesforce:
https://www.3cx.com/docs/salesforce-crm-integration/

It doesn't use OpenCTI. It uses the Salesforce REST API to get the contact details, and create call activities in Salesforce.

You need to be using the Web Client on the agent's PC. This way, when you receive a call from a customer, the contact / account / lead record will be automatically launched in a new browser tab. Also, when the call ends, a new call activity will be created, associated to the contact and the Salesforce agent that handled the call.

 

[lippei]

Thanks for your quick reply.

This means there is no way to use the Salesforce Call Center with 3CX? Or can we still create it by creating a call center definition file?

I know the link you posted, however in our case no account or contact is automatically opened and we don't understand the reason why. One more question regarding that: Is it always a new browser tab or does it open Salesforce tabs when working with the Service Console?

 

[edossantos]

This means there is no way to use the Salesforce Call Center with 3CX? Or can we still create it by creating a call center definition file?

Exactly, this is not supported at the moment.

I know the link you posted, however in our case no account or contact is automatically opened and we don't understand the reason why.

Please make a test from the 3CX Console > Settings > CRM Integration > Test button, and then check the Logs tab. There you will see what's going on. If you can't spot the error, you can send the contents of that Logs tab so we take a look. Please ensure that you remove any sensitive information before sending the log.

One more question regarding that: Is it always a new browser tab or does it open Salesforce tabs when working with the Service Console?

Yes, it's always a new browser tab, not a Salesforce tab.