Call Journaling and Freshdesk Tags

[mlopez]

Hello, we have call journaling enabled but i cannot figure out where to edit the tags that get pushed to Freshdesk. How do i add the ring group and the callid?

 

[Evolute IT]

Hello, we have call journaling enabled but i cannot figure out where to edit the tags that get pushed to Freshdesk. How do i add the ring group and the callid?

You cannot add these informations to the call journaling.

See the available variables here: https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz (under "call report")

 

[mlopez]

Yes I saw that link before. I assumed it was just not updated. This data is provided in the daily call logs, bizarre that it would not be available for journaling.

My issue is that all call in our org are being journaled, i need to way to identify which ones are actually relevant. Because agent turn over, extension would not be great. Ring group is perfect. dialed number also seems to be missing.

 

[Evolute IT]

Yes I saw that link before. I assumed it was just not updated. This data is provided in the daily call logs, bizarre that it would not be available for journaling.

My issue is that all call in our org are being journaled, i need to way to identify which ones are actually relevant. Because agent turn over, extension would not be great. Ring group is perfect. dialed number also seems to be missing.

Ring group will probably never be there. QueueExtension is available for chat journaling (not sure about call journaling) and DID is something they know about.

As for agent extension, you can use [AgentFirstName] and [AgentLastName] instead in the subject text. This way you know exactly who whatever the extension is.

Also, the CDR is something different. Call ID isn't something that is global anyway. CDR, recordings, call logs, CRM and CFDs all have different IDs, so it would be useless.

 

[mlopez]

Yea that wouldn't work. agents come and go, so that would need to be maintained in Freshdesk, same as extension. But ring group and dialed number are constant.

So essentially the only way to accomplish this then is find another way to get all the relevant details from 3cx into a db, and then API that info into Freshdeskon on my own.

Any recommendations on how to get the 3cx info into our DB?

 

[Evolute IT]

Yea that wouldn't work. agents come and go, so that would need to be maintained in Freshdesk, same as extension. But ring group and dialed number are constant.

So essentially the only way to accomplish this then is find another way to get all the relevant details from 3cx into a db, and then API that info into Freshdeskon on my own.

Any recommendations on how to get the 3cx info into our DB?

Yes, use the Databases integration templates for SQL/Mongo/MySQL. They're in the list.

 

[mlopez]

but wouldn't i be limited to the same variables then? I need a way to get things like ringroup or dialed number into our db a long with all relevant call details and recordings so I can then API that into frshdesk.

 

[Evolute IT]

but wouldn't i be limited to the same variables then? I need a way to get things like ringroup or dialed number into our db a long with all relevant call details and recordings so I can then API that into frshdesk.

I strongly suggest you take a look at @VoIPTools REST API, which can do most of that.

By the way, the ring group will never be available unless you use the CDR, since it shows the chain. Again, the API would give you easy access to that.

Otherwise, it's a very very complex process to get all that info and match, for example, the CDR entry to the recording.

Maybe CSV reports could help too if you use the "Call Report".

 

[mlopez]

Yes I've learned that the data 3cx provides is very fractured and weirdly siloed depending on where/how you access. so far call journaling, cdrs and the csv call log all have different data, and no discernable way to link them all . I will take a look at voiptools to see if this is valid option.

Thansk for the help.