Call Journaling - Agent Name?

[timwelch]

Hi there,

I have correctly configured Call Journaling to Microsoft Dynamics 365 using the instructions at https://www.3cx.com/docs/dynamics-crm-integration/ and this is working well.

However, it only populates the CRM record with an extension number - which means users then have to go back and lookup who that actually refers to or open up the Call Record. Is there any way to use the extensions First Name \ Last Name etc in the Call Journaling parameters or is there some way to request this functionality since the documentation doesn't show it as existing?

Cheers,
Tim

 

[edossantos]

Hello Tim,

Call Journaling in Dynamics creates the activity associated to the calling contact, and the agent receiving the call. This association is being made by mapping the agent's extension number, to the Dynamics User having that extension number. As a result, you should be able to see in Dynamics that a call has 2 parties: the external contact "John Smith" and the Dynamics user "Jane Smith".

The agent's name taken from the 3CX configuration is not available as a variable during Call Journaling.

 

[timwelch]

Ok, thanks.

It would be a great feature to have => "The agent's name taken from the 3CX configuration is not available as a variable during Call Journaling"