API Integration CRM

[haianhtran]

Hi 3CX team,

My customers are looking to integrate 3CX with their (self-developed) CRM. They expect that when a call enters 3CX, the following information will be transferred via CRM: phone number, group ext, ext number, time, and minutes of call?
I would like to ask if the 3CX API set integrates the above information with CRM?
Also, with missed calls does the API send this information to CRM?
Looking forward to hearing from you soon.

Thanks!

 

[edossantos]

In order to integrate with a custom CRM you need to create a template following this guide:
https://www.3cx.com/docs/crm-integration/

This is how the integration works:
- When an inbound call arrives, the contact will be taken from your CRM and imported into 3CX Contacts.
- When the contact is not found in the CRM, it will be automatically created (depending on configuration).
- The contact name will be shown as the caller name, no matter the phone you use.
- If you use the 3CX Web Client, it will automatically open the contact record in a new browser tab.
- When the call ends, a new call activity will be created in the CRM (depending on configuration).

It is important to note the following:
- When the call arrives, the CRM only receives the caller number. The contact lookup scenario is executed in this case, which tries to find a contact having a specific phone number in the CRM.
- When the call ends, 3CX sends the call details to the CRM, including the caller number, the agent's extension that receives the call, the call duration, call date and time, etc. You can see the information available here.
- Missed calls are reported to the CRM, only when there is a single extension ringing. For example, if the call goes to a queue, and 3 extensions ring but none of them answers the call, then the call is not reported.

 

[haianhtran]

In order to integrate with a custom CRM you need to create a template following this guide:
https://www.3cx.com/docs/crm-integration/

This is how the integration works:
- When an inbound call arrives, the contact will be taken from your CRM and imported into 3CX Contacts.
- When the contact is not found in the CRM, it will be automatically created (depending on configuration).
- The contact name will be shown as the caller name, no matter the phone you use.
- If you use the 3CX Web Client, it will automatically open the contact record in a new browser tab.
- When the call ends, a new call activity will be created in the CRM (depending on configuration).

It is important to note the following:
- When the call arrives, the CRM only receives the caller number. The contact lookup scenario is executed in this case, which tries to find a contact having a specific phone number in the CRM.
- When the call ends, 3CX sends the call details to the CRM, including the caller number, the agent's extension that receives the call, the call duration, call date and time, etc. You can see the information available here.
- Missed calls are reported to the CRM, only when there is a single extension ringing. For example, if the call goes to a queue, and 3 extensions ring but none of them answers the call, then the call is not reported.

Thank you so much!