Caller history in the web client

[CoolMike]

Hi

We are testing at the moment different phone systems. What I really liked about aircall.io is the caller history in the phone client.

We very often have the case that a customer calls and tells us that he already called yesterday, but does not remember which agent he spoke to. With aircall.io you can see directly in the phone app, the last calls and with whom he spoke.

Is it possible to enable this in 3CX? This is really helpful.

Regards
Michael

 

[Evolute IT]

Hi

We are testing at the moment different phone systems. What I really liked about aircall.io is the caller history in the phone client.

We very often have the case that a customer calls and tells us that he already called yesterday, but does not remember which agent he spoke to. With aircall.io you can see directly in the phone app, the last calls and with whom he spoke.

Is it possible to enable this in 3CX? This is really helpful.

Regards
Michael

Not from the Webclient but Reports and the main Call Log can tell that.

Also, CRM call journaling would probably be the best way to track that.

 

[CoolMike]

Hi

Thanks for the information. In the main call log you can see who talked with the customer? I can only see which customer called, but not which agent talked to him.

Regarding the CRM, we are using a self developed CRM, so we would need to implement this.

Regards
Michael

 

[Evolute IT]

Hi

Thanks for the information. In the main call log you can see who talked with the customer? I can only see which customer called, but not which agent talked to him.

Regarding the CRM, we are using a self developed CRM, so we would need to implement this.

Regards
Michael

The main log is the Call Log in the console, it will show the route a call took, like : IVR 800 -> Q 850 -> Ext 210.

And yes, you can add that to your CRM and then use the CRM Template Generator Wizard to create the XML file. You will need to finalize it manually but it's relatively easy for someone who programs.