CRM integration for internal calls received from a CFD

[thiago.lemos@nassautecnol]

Is it possible to use CRM integration for internal calls received from a CFD?

How would a CFD call be configured for CRM integration?

 

[Evolute IT]

What's your goal? Internal calls don't handle the CRM integration. Do you need to lookup internal users?

 

[thiago.lemos@nassautecnol]

The client has a CRM for the internal support department and wanted to use the CRM with the records of each unit as an extension and when the call enters the queue I can search for the contact in the CRM based on the extension number that I will register as the telephone number.

 

[Evolute IT]

The client has a CRM for the internal support department and wanted to use the CRM with the records of each unit as an extension and when the call enters the queue I can search for the contact in the CRM based on the extension number that I will register as the telephone number.

The CFD won't allow you to do anything with a call that isn't connected to it.

What do you need to do with that contact once it's looked up?

Also, do you have the system's CRM integration enabled? As that would cause issues.

 

[thiago.lemos@nassautecnol]

The call will go through CFD, we will call your number internally.
After researching it, I will call a URL with the Store card to open the call in CRM.
We are not using CRM at the moment, we can enable it or not, whichever is best for our use.

 

[Evolute IT]

The call will go through CFD, we will call your number internally.
After researching it, I will call a URL with the Store card to open the call in CRM.
We are not using CRM at the moment, we can enable it or not, whichever is best for our use.

In your case, you will need to do a few things:
1. Implement your lookup in the CFD using the "session.ani" variable (caller number.)
2. Build the JSON found here using your result and the CONCATENATE function.
3. Once you got your JSON built, you'll need to use the Attach Call Data, to set the "public_crm_contact" with the JSON content that will provide the information to the Webclient.

Then, simple transfer the call to the queue.

The Webclient should receive that information. I am unsure whether it will get ignored for internal calls tho. You'll have to test that.

 

[edossantos]

That information should be passed even for internal calls. That's the way to go.

 

[thiago.lemos@nassautecnol]

In your case, you will need to do a few things:
1. Implement your lookup in the CFD using the "session.ani" variable (caller number.)
2. Build the JSON found here using your result and the CONCATENATE function.
3. Once you got your JSON built, you'll need to use the Attach Call Data, to set the "public_crm_contact" with the JSON content that will provide the information to the Webclient.

Then, simple transfer the call to the queue.

The Webclient should receive that information. I am unsure whether it will get ignored for internal calls tho. You'll have to test that.

Can you build this for our company?
If so, call me directly

 

[OlegOLP]

The call will go through CFD, we will call your number internally.
After researching it, I will call a URL with the Store card to open the call in CRM.
We are not using CRM at the moment, we can enable it or not, whichever is best for our use.

Our development allows you to generate Webhook events even on internal calls. maybe it will be useful to you.
https://creomate.com/3cx-webhook-documentation