CRM integration also called when calling out

[devtendenz]

A while ago we created an integration between our CRM (Act!) and 3CX. This consisted out of two things:

• A button in the contact page of the CRM, which spawned the webclient to call that contact
• A pop-up that would popup when a client calls the office (the number of the 3cx central)

The first is pretty straightforward of course, the second we achieved by uploading a CRM integration xml in which we put a url to a webservice of ours instead of an API url of our CRM, so that webservice could send out websocket signals to the CRM, which in turn generates live pop-ups.

But now it comes: yesterday we've implemented this for another client, and a strange phenomenon happens: they also get the pop-up when they call a client themselves.
That means that the 3CX central software also calls the CRM when calling out. This is not needed and not desirable. Is this some setting which can be turned off?

 

[edossantos]

Hello @devtendenz,

That has always been the case. The contact lookup is triggered for both inbound and outbound calls.

In 3CX v16 Update 7 (currently the alpha has been released), we are including a new variable named [CallDirection] which can be used during contact lookup. This way, you can skip the lookup scenario for outbound calls if you want. You will need to slightly adjust your XML template to consider this new variable, and you will need to wait for Update 7 final to get this working in a productive system.

Kind regards.

 

[devtendenz]

Hi edossantos,

thanks for your answer! A few quostions:

- When will v16 Update 7 final be available?
- What do I need to change in the XML template? (please just give the answer in XML, I really cant get along with that XML tool)

 

[edossantos]

- When will v16 Update 7 final be available?

We can provide an answer for this, it will be released as soon as it's stable and we fix any issue reported during alpha/beta.

- What do I need to change in the XML template? (please just give the answer in XML, I really cant get along with that XML tool)

You need to edit the Request element for the contact lookup scenario. For example, if you have this request:
<Request Url="YourURL" />

You change it to this:
<Request SkipIf="[CallDirection]!=Inbound" Url="YourURL" />

 

[Barryvdh]

Would it be possible to add the [Agent] variable to the CRM lookup as well, when the direction is Outbound? So we can see which users starts the call?

 

[edossantos]

Would it be possible to add the [Agent] variable to the CRM lookup as well, when the direction is Outbound? So we can see which users starts the call?

No, that variable is not available during contact lookup, only during Call Journaling.