Auto Opening Contact URL (CRM) on Connection Instead of on Ringing (16.0.1581)

[densp]

Hello All,

I have a question about CRM Integration in 3CX v.16.

We've got the following configuration. We have successfully implemented 3CX v.16 CRM Integration with our homegrown CRM (own template, our system acts as CRM) so that 3CX can:

• search for a contact
• create new contact if non existing was found
• open CRM URL
• create call log record after the call

We would like Contact URL to be opened automatically.

We have the following problem:
any user who receives a call and if "Automatically open Contact URL when CRM Integration is Enabled" is configured will have CRM URL opened immediately, ON RINGING!
If a queue is configured and several users were called one by one (say ony third one answered a call) then we end up with CRM URL opened several times (one for each user who received a call).
Question - is it possible to configure WebClient to open Contact URL only when call is CONNECTED instead of on RINGING?
Tip: option with manually configured CRM URL + option "Notify when = Connected" does exactly what expected except the fact that this URL has to be configured for each user as far as i understand... So i assume that variant with CRM Integration + notify on Connected would be exactly what we need...

By the way - actually we wanted to reach the following goal: if Contact URL is triggered new Ticket is created automatically. So we wanted use CRM integration for: searching existing / creating new contacts + posting call log records + triggering "new ticket flow" on call CONNECTION. Everything worked except the cases when opening Contact URL happens without answering a call.

Probably the last problem would be in proper identification of the ticket (created on call ringing / connected) and matching call log record created after the end of the call.
Unfortunately we could link them together only having generated fake "call ID" (passed both at the beginning of the call as a part of Contact URL and at the end of the call as a parameter of call log record). Are there any possibilities to get unique call ID at these moments of time?

 

[edossantos]

Hello @densp,

Question - is it possible to configure WebClient to open Contact URL only when call is CONNECTED instead of on RINGING?

This is a great idea, however it's not possible at the moment. Please suggest this in the 3CX ideas site so it can be considered for a future update of 3CX:
https://www.3cx.com/community/forums/3cx-ideas/

Tip: option with manually configured CRM URL + option "Notify when = Connected" does exactly what expected except the fact that this URL has to be configured for each user as far as i understand... So i assume that variant with CRM Integration + notify on Connected would be exactly what we need...

The manually configured CRM URL is a static URL and can only receive the caller number as parameter. You can't use the URL returned by the CRM for this call. So this can't be used for what you need.

Probably the last problem would be in proper identification of the ticket (created on call ringing / connected) and matching call log record created after the end of the call.
Unfortunately we could link them together only having generated fake "call ID" (passed both at the beginning of the call as a part of Contact URL and at the end of the call as a parameter of call log record). Are there any possibilities to get unique call ID at these moments of time?

No, there is no Call ID variable to match both callbacks. The available variables are listed here:
https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz

Please feel free to suggest the addition of a new variable for the Call ID in the 3CX Ideas site as well.


Kind regards.

 

[densp]

Regarding distinguishing Ringing / Connected - but why is it possible for the case when URL is entered manually and not possible when URL is taken from CRM Integration script...? Are there any technical limitations? Very strange...

The manually configured CRM URL is a static URL and can only receive the caller number as parameter. You can't use the URL returned by the CRM for this call. So this can't be used for what you need.

Well, potentially as manually configured URL contains phone number - it is possible to make the very same lookup which 3CX does at integration phase (search by phone number, find contact, etc) on CRM side... but this does not have much sense i agree. It would be kind of CRM Integration reimplementation on CRM side instead of 3CX server...

 

[edossantos]

Regarding distinguishing Ringing / Connected - but why is it possible for the case when URL is entered manually and not possible when URL is taken from CRM Integration script...? Are there any technical limitations? Very strange...

Yes, those are 2 different features. We need to add the ability to launch the CRM URL on call connected, that's not possible at the moment.

 

[densp]

Unfortunately I have not enough privileges to post new threads in https://www.3cx.com/community/forums/3cx-ideas/