CRM / mysql fields

[GaSo]

The CRM seems to be very limited and we're missing many needed features, can any of the following be achieved?

1. See which number was used to call in? (not the caller, but the own company number).
2. See which Queue was used, our customer has multiple queues with overlapping agents, but it's very important to know for which product the user called... crm can't log this ?
3. Can any variable from call flow designer (like "attach call data") be exported to the CRM ?
4. Is it possible to output duration and other data to a database or invoke a web request, without CRM contacts syncing? We just need "call journalling", but it seems very limited and attached to CRM incoming contacts...
5. As call flows can't log "completed" calls, such as duration, is it possible to provide a call flow (much needed flexibility) AFTER a call has terminated? or is this already possible?

For now it doesn't seem possible to get critical information out of the 3cx... if only there was a web API, and a trigger to software to invoke API's to directly communicate both ways with 3cx.

Thanks

 

[GaSo]

We found a work around. we enabled CDR in settings, and we're now parsing the CSV output for all the data we need. It would have been easier to have this information being pushed to a mysql or web post action, but our project is now possible, so we're happy to have a solution.

 

[edossantos]

Hello @GaSo,

As you have pointed out, the CRM engine is intended to be used in a different way, not to just log call details to your system. For that, parsing the CDRs is preferrable, as you have more information, and no call is skipped.

In any case, I'm answering your questions below, as the information might be useful for other users as well:

See which number was used to call in? (not the caller, but the own company number).

This information is not available via CRM templates. You have it in the CDRs generated by 3CX.

See which Queue was used, our customer has multiple queues with overlapping agents, but it's very important to know for which product the user called... crm can't log this ?

This information is not available via CRM templates. You have it in the CDRs generated by 3CX.

Can any variable from call flow designer (like "attach call data") be exported to the CRM ?

No, that feature is to pass information between callflows only at the moment. We will probably extend this in the future.

Is it possible to output duration and other data to a database or invoke a web request, without CRM contacts syncing? We just need "call journalling", but it seems very limited and attached to CRM incoming contacts...

Call Journaling needs a contact associated to it. If the lookup didn't return any contact, the call will not be logged.

As call flows can't log "completed" calls, such as duration, is it possible to provide a call flow (much needed flexibility) AFTER a call has terminated? or is this already possible?

You will need to use the CDRs for this.

Kind regards.