Can you pick up call from queue with single click from dynamics CRM?

[Cozas]

Hello!

Is it possible to view the call queue within the Dynamics crm and to make it so an agent can pick up a call by clicking on the waiting call? Because currently all the work in the call center is done within this CRM using asterisk and we're in the process of migrating all of the operations to 3cx by integrating it with the existing CRM and this feature is one of the top priorities. We have the enterprise license.
I couldn't find any information on this subject so far, so I'm grateful for all the answers in advance!

Also, on a side note, is there really no way to obtain the new api documentation? And if not, is it "safe" to use the last available version of the documentation or were there some drastical changes? Because I would not like to find myself in a situation where I have to test every single line to check if it works properly and guess if it's because there is no functionality like that or something else.

Thank you for the answer.

 

[edossantos]

Is it possible to view the call queue within the Dynamics crm and to make it so an agent can pick up a call by clicking on the waiting call? Because currently all the work in the call center is done within this CRM using asterisk and we're in the process of migrating all of the operations to 3cx by integrating it with the existing CRM and this feature is one of the top priorities. We have the enterprise license.
I couldn't find any information on this subject so far, so I'm grateful for all the answers in advance!

Unfortunately this is not a feature provided by 3CX. The CRM integration with Dynamics works in the following way:

• When an inbound call arrives, the contact will be taken from Dynamics 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).

If you need something else, please feel free to suggest the implementation as a new feature request in the 3CX Ideas site:
https://www.3cx.com/community/forums/3cx-ideas/

Also, on a side note, is there really no way to obtain the new api documentation? And if not, is it "safe" to use the last available version of the documentation or were there some drastical changes? Because I would not like to find myself in a situation where I have to test every single line to check if it works properly and guess if it's because there is no functionality like that or something else.

I think that you're referring to the Call Control API. The documentation for this API is not publicly available. We have plans to release a new REST based API, which will let you work with calls in the system, in order create a better integration with CRMs, but there is no ETA for this.

 

[Cozas]

Thank you for a fast reply!

So basically the only way to do that would be by using the switchboard and answer the calls from there?

 

[edossantos]

So basically the only way to do that would be by using the switchboard and answer the calls from there?

Usually you will send inbound calls to a queue, and they should be served to agents in order. But taking them from the switchboard is an option as well.
Remember that you need to use the 3CX Web Client in a browser tab, so when you receive a call, the contact record is automatically shown in a new browser tab.