Agent status for 3rd party wallboard

[Jeza]

New 3CX administrator here, enjoying the experience so far!

We are migrating away from 4PSA VoIPNOW to our shiny new 3CX Azure instance. The system is up and tested and works like a charm (and was a piece of cake to set up), now Im just on the last part of the simple integrations we need with our in-house developed portal, mainly being our ISP support wallboard.

The wallboard simply displays the Agent status (weather they are signed in or not) and also displays when the agent is on a call. This was achieved by sending webhooks for the agent events from 4PSA VoIPNOW to our portal.

I have been exploring the forums , CRM template generator and CFD on how to set up these webhooks in 3CX ,and its seems there are a few ways to do this. I have created a CRM template as the call journaling seems to capture all of those events, but I'm not sure (and havent tested yet) if its in real-time.

I'm just wondering what is the best and simplest way to get the real-time web hooks configured before I go too far down the rabbit hole ?

 

[edossantos]

Hello @Jeza,

I don't think that a CRM template will do what you need. The Call Journaling feature reports calls when they end, and the contact lookup is not always triggered (contacts might be cached), and also doesn't provide you the agent extension that will handle the call, because it's invoked as soon as the call arrives to 3CX, and before the call is sent to the agent.

Unfortunately there are no APIs to send the information you need to your system.

Kind regards.

 

[Jeza]

Thanks for the reply @edossantos.

So just to confirm there is no way we can use Call Flow designer to send the agent call events? We also have the option of writing directly to a MSSQL database. We have had some success with CFD, using the "database access" module , but only for the initial incoming call call popping.

CFD seems very powerful, so I'm pretty surprised if we cant use that to capture and send these events to our wallboard.

 

[edossantos]

So just to confirm there is no way we can use Call Flow designer to send the agent call events?

A CFD app works with inbound calls. The callflow is executed when the app receives an inbound call. It can't monitor what's happening in 3CX.

 

[about]

if you search the forums you'll see loads of posts from people after some kind of usable API. Unfortunately it seems like 3CX has gone backwards in this respect and removed the API they did have.

Complete madness in my opinion as been able to extend a product actually means you are more brought into it as it offer alot more functionality for power users and it becomes harder to change once you have developed your systems around it. Most modern services i see have a good API these days.

I myself want to do exactly what you want, with my own wall board that i can display the info i want. Its sad that i cant even query the status of someones extension so we can make it obvious if they havent logged in/out. or integrate it with our functions we have when an agent leaves their desk.

I also have clients which would benefit from custom wall boards. The builtin one is limited, and one of my clients hate the "abandoned calls" on the screen as its not good when they are inspected. but in reality their abandoned calls are actually picked up, either through the pickup function or as the queue then forwards to an ALL ring group, so it shows artificially high. - i could code them a wallboard that displays what they want. Also i have a few clients where they have to have multiple tvs on the wall, one for the phone system and one for everything else.

there is some mention of a rest API but i expect we wont see this for a couple of years...... 3cx any update?