Could CRM lookout give access to ringing [Agent] as it does for [Number]?

[egaulue]

Sometime we have SMB with only one number, but multiple contacts.

It's pretty sure that if the phone ringing is the one of the accountant, we know exactly the CRM contact to provide. If the extension is one of the technical desk, it's often another contact.

We have those informations in our CRM and we could provide the exact contact, but as we don't have this information, so sadly, we return several entries.

On the webclient, we can do something near using the custom CRM opening window, but it's the same, we can't rely on the ringing extension. And it would be better with a [fetch] instead of an [window.open].

Is it possible? Will it be?

Regards,

 

[edossantos]

Unfortunately this is not possible, because the contact lookup is triggered when the call arrives to 3CX, even before it's sent to the agent. So at this point 3CX doesn't know who will answer this call.

 

[egaulue]

Ah OK, didn't think about it.

And in the webclient?

 

[edossantos]

The CRM integration works from the server, so the API is invoked before the call goes to the extension.

From the Web Client you can launch an URL in a new browser tab, which can include the Caller's Number and the Extension's Number, as part of query string. That's all you can do.

 

[egaulue]

Regarding at the JS code of the web client, it seems really easy to add the 'ringing' extension number to the query string. I can't give you the exact code to use as I just get the minified js script version. But once beautified, it looks as easy as to add another '.replace(.., ..)' to a JS string.

The way the open.window is called is not so clear to me, but please provide a 'fetch' (with no-cors) option instead of the 'open.window' call. We really tried it, but user complained it did open too much tab/window.

With those two enhancements we could register those calls through an internal web script, and then be able to serve a kind of "who is calling" homemade API.

That's what we're doing presently, but we've been force to develop a web extension for this. It catchs the dialler opening/status/changes. It's the hammer way...

 

[egaulue]

By the way, we also tried the 'open window only when connected' option, but it doesn't look to be always fired. While the ringing is.

For instance, when I get a call: my mobile and the webclient ring. If I answer the call from my mobile, the webclient dialler disappear as soon I answer the call and the webclient doesn't look to know I'm connected. So the 'open.window' is not fired.

Regards,