CRM. web Contact URL configuration capabilities

[diego.zandolin]

Dear support,

Within WebcLient I set in Settings \ Integration \Automatically open Contact URL when CRM Integration is Enabled = True.
As result I have noticed that at every incoming call Chrome open a new tab with the contactUrl as configured in the CRM Integration settings, and that is ok.
For example in my test the contactUrl Prefix is set to : http://192.168.192.8/Crm3cx/WebForm2.aspx?ContactId=
and so if the contact with id 793 calls, Crome display the contactUrl page that is http://192.168.192.8/Crm3cx/WebForm2.aspx?ContactId=793
That sounds great, becouse now I can display all the information that I need from that contactId quering my database (in my case SQL SERVER).

Now I would explore the limits and possibilities related with this ContactURL functionality, in paricular:
1. Where I can find detailed documentation related to ContactURL functionality or video tutorial if present?
2. Is possible to open the contactUrl page only within webclient or also from windows app or antroid app?
3. Is possible to configure 3cx app or webclient in order to set how to open the page (at ringing or after take the phone?
4. The contactUrl and the related page can be launched also during the transfer from one agent to another one?
5. Is it possible to pass to the contact url page also the Agent number in order to decide with information of the contact url to display in function of the role of the agen that is configured in my database or CRM?

Looking forward you kind reply

 

[edossantos]

Hello @diego.zandolin,

1. Where I can find detailed documentation related to ContactURL functionality or video tutorial if present?

There are no links to share about this. The concept is very simple, when you receive an inbound call or make a call to an external number, 3CX gets the contact details from the database, and inserts/updates the contact in 3CX Contacts. The information added to 3CX Contacts is what you can see from the console (contact name, company name, email, phone numbers), and also the Contact URL. This Contact URL is passed to the 3CX Web Client, so when you receive an inbound call, it can automatically launch the URL in a new browser tab.

2. Is possible to open the contactUrl page only within webclient or also from windows app or antroid app?

Unfortunately this is not possible, the feature only works with the Web Client, or the 3CX Extensions for Chrome and Edge.

3. Is possible to configure 3cx app or webclient in order to set how to open the page (at ringing or after take the phone?

Unfortunately this is not possible, the link is always opened on call ring.

4. The contactUrl and the related page can be launched also during the transfer from one agent to another one?

If you make a blind transfer, then yes, the link will be also launched by the Web Client of the agent receiving the transferred call. But, if you make an attended transfer, then it will not work, because in that case the call received by the second agent is a direct call from the first agent (the customer is on hold and not involved in this part of the attended transfer).

5. Is it possible to pass to the contact url page also the Agent number in order to decide with information of the contact url to display in function of the role of the agen that is configured in my database or CRM?

Unfortunately this is not possible, the Contact URL is always the same, and it's the value returned by the integration with the database.

 

[diego.zandolin]

Thank you for your quick reply.
Here below some clarification for points 3 & 4:
3. If I switch the Settings \ Integration \ Auto launch a Custom Contact URL using variables
what change respect the previous setting (Automatically open Contact URL when CRM Integration is Enabled).
First , I notice that there is a new option that is Notify When: Ringing or Connected that seems to respond to my original question: is it possible in this way?
Second, I expect that a new contact url opens based on the new url contact url:
http://example.com/search?phoneNumber=%CallerNumber%&displayName=%CallerDisplayName%

But in fact, after changing these settings the behaviour of the webclient remain unchanged: it continue to open the same contact url not the new one. Why 3cx do not open the new url?

Third, with this setting is possible to call the new url with %CallerNumber% variable which will contain the incoming caller id?
If I understand correctly if arrive an external call from number 012345678, 3cx will open a new url like this:
IF Open Contact URL is set to:
http://example.com/search?phoneNumber=%CallerNumber%&displayName=%CallerDisplayName%
THEN webclient open a page with:
http://example.com/search?phoneNumber=012345678displayName=?????

Best regards

 

[edossantos]

3. If I switch the Settings \ Integration \ Auto launch a Custom Contact URL using variables
what change respect the previous setting (Automatically open Contact URL when CRM Integration is Enabled).

If you select that option, the URL launched will be the one you configure in the Web Client, and not the one retrieved from the CRM.

First , I notice that there is a new option that is Notify When: Ringing or Connected that seems to respond to my original question: is it possible in this way?

This option is only enabled for the URL that you configure in the Web Client, but NOT for the URL retrieved from the CRM.

Second, I expect that a new contact url opens based on the new url contact url:
http://example.com/search?phoneNumber=%CallerNumber%&displayName=%CallerDisplayName%

But in fact, after changing these settings the behaviour of the webclient remain unchanged: it continue to open the same contact url not the new one. Why 3cx do not open the new url?

You say that configuring the Web Client to open URL using variables, it still opens the Contact URL retrieved from the CRM? This should not be the case...

Third, with this setting is possible to call the new url with %CallerNumber% variable which will contain the incoming caller id?
If I understand correctly if arrive an external call from number 012345678, 3cx will open a new url like this:
IF Open Contact URL is set to:
http://example.com/search?phoneNumber=%CallerNumber%&displayName=%CallerDisplayName%
THEN webclient open a page with:
http://example.com/search?phoneNumber=012345678displayName=?????

Yes, that's the idea. The %CallerNumber% placeholder is replaced with the caller ID, and the %CallerDisplayName% is replaced with the contact name taken from 3CX Contacts (if it exists).