Custom CRM - how to get notified on call picked up and hanged up (duration)?

[Mora]

We have developed our own CRM system.

How can we, on our server, get notified when call is picked up (and by which user) and when it is hanged up?

My users need to register, who called them, duration of the call and what the call was about.

I can't see I can use the journaling CRM event.

 

[Evolute IT]

You would use a combination of both the CRM integration call journaling (which happens at the end of a call) and the "Open Custom URL on Connected" in the DesktopApp > ... > Settings > Integration.

This way, the DesktopApp opens a URL of your choosing that logs the initial pickup and the agent (agent can be hardcoded in the URL as this is a per-user-per-app setting) and the call journaling does the final logging with all the details, such as duration and disposition.

I always recommend using a proxy in-between that does the matching and updating of the call entry/ticket but if you're using an in-house CRM, this can be coded right in.

 

[Mora]

You would use a combination of both the CRM integration call journaling (which happens at the end of a call) and the "Open Custom URL on Connected" in the DesktopApp > ... > Settings > Integration.

This way, the DesktopApp opens a URL of your choosing that logs the initial pickup and the agent (agent can be hardcoded in the URL as this is a per-user-per-app setting) and the call journaling does the final logging with all the details, such as duration and disposition.

I always recommend using a proxy in-between that does the matching and updating of the call entry/ticket but if you're using an in-house CRM, this can be coded right in.

Thank you for your answer.

I have several users only using smartphones - how can I log the call duration in my own CRM system?

 

[Evolute IT]

Thank you for your answer.

I have several users only using smartphones - how can I log the call duration in my own CRM system?

The CRM integration happens on the server-side, and the DesktopApp is a softphone in itself.