CRM integration without new browser tabs

[romanB]

Hi,

I am a developer of a CRM Software and a customer which uses 3CX wishes an efficient integration.

The wished use case:
A user with a certain extension is receiving an incoming call and when he starts the call the CRM- Software should be informed about the incoming phone number and extension number.
Now my CRM software is informed and via webSocket the phone contact is shown immediately inside of the CRM. Perfect.

What we want to avoid:
We want to avoid the requirement of clicking on an url to open new browser tabs at every incoming call. Having multiple browser tabs can be confusing and time consuming.

To do so, is it possible to configure 3CX to make http request with extension number and incoming phone number as soon the call has started?

Regards,
RomanB

 

[Evolute IT]

No it isn't. This is something that gets asked every single week.

The integration supports only 3 things (for V16, more in V18 but still not that.) :

1. Contact Lookup, which also adds the contact to the 3CX Phonebook and allows to open the ContactURL easily automatically or manually with the Contact card icon during calls.

2. Call Journaling, which logs calls AT THE END and can assign the CRM record to a user if the CRM supports it.

3. Contact Creation, which will create the contact in your CRM if the Lookup didn't find it. This is optional but allows to record calls to new contacts with Call Journaling.

If all you need is to trigger a page, you can use this but it only allows the CallerName and CallerNumber as variable. There's no Agent one.

 

[romanB]

Thank you for the information.

If this requirement gets asked every single week - maybe it is a requirement which should be considered as new feature.

Will this scenario be possible with Version 18 so that I should wait?

Otherwise I need to inform the customer that his 3CX solution does not support this scenario.

 

[Evolute IT]

@VoIPTools has an API that could do it.

No, V18 doesn't have that feature either.

 

[VoIPTools]

There are other options. You could, for example:

• Use 3CX Phone for Windows to invoke a web call that instructs your CRM to update the current browser session. I think the web client can do the same thing.
  
  
• Or you could make a server-side service that subscribes to 3CX phone events and have that service make the necessary web calls (this requires access to the undocumented 3CX Call Control API)
  
  
• Or you could wait for V18 and see what their new REST API / Gateway service can do. The capabilities of these tools have not been announced yet.
  
  
• Or you could try our VoIPTools API for subscribing to events. Our API is primarily setup for .Net developers, but others have got it to work with PHP, and other platforms.

 

[autohaus]

3cx-zammad-bridge monitors incoming calls in 3CX and communicates this to Zammad ticket system (https://zammad.org/ or https://zammad.com) accordingly. Perhaps you can use this as a starting point:

https://github.com/qmexnetworks/3cx-zammad-bridge

 

[romanB]

Thank you for the helpful inputs.

I think my requested use case without hundreds of new browser tabs is one of the most common use cases at all - or do I miss something?

So far I can not understand why this is not a supported out-of-the-box feature.