CRM Integration using call control API + TAPI

[mrD]

I'm a developer trying to integrate 3CX (PRO) with our CRM system and I'm looking for the right way to do this.

Basically I want to achieve the following:
* Incoming calls should be displayed in CRM
* CRM user can click on a button in CRM to accept the call
* CRM user can click on a button in CRM To make an outbound call
* CRM user can click on a button in CRM to hold or forward a call

Due to our architecture, integration has to be done on the server-side. The CRM system offers a server-side integration using TAPI (v2).

I've searched the 3CX website and this forum and came up with the following conclusion:
- the template generator tool doesn't work for me, because it only allows to lookup names in CRM and display them in the 3CX client
- The call control API would allow me to receive call events, accept/make/hold/transfer calls (the actual voice data would still be handled by the 3CX client application of course)

So I can basically use the call control API to interact with call events - so far so good.
But how can I expose these operations over TAPI on the server side?

As far as I understand there is a multiline TAPI plugin which can also be installed on the server-side, correct?
Can I use this multiline TAPI plugin and install it on my phone server to expose the 3CX server to TAPI?
This would allow me to connect the 3CX server directly to my CRM TAPI connector, without having to write custom software in between.

Any feedback is highly appreciated.
Kind regards,

-D

 

[edossantos]

Hello @mrD,

Unfortunately we only provide a partial implementation of TAPI, which will only let you make outbound calls. You can't monitor the entire system from it, or perform other operations like call transfer, etc.

So the only way to go for you is using the 3CX Call Control API. This is a .NET Core API which can only be used from the 3CX server. So if your CRM is remote, you need to create some kind of proxy which runs in the 3CX server, to perform the operations on behalf of your CRM...

Kind regards.

 

[VoIPTools]

If you can associate code with your CRM buttons, then I encourage you to take a look at our HTTP API. It can do what you need.

 

[mrD]

Thanks for your replies. We opted for writing a little C# application that communicates with 3CX using the call controll API. It then communicates with the CRM using a CRM-specific API.