Custom CRM Integration get agent on server side when connected

[pierro-bello]

Hello
, I am currently developing WebServices to interact with 3CX, primarily for Contact Lookup and Call Journaling. Both functionalities are working as intended. However, I initially thought that Call Journaling was triggered when the call was answered, but it turns out it occurs once the call is ended. I explored the 3CX portal > settings > integrations > "Open Contact in Custom CRM" and while it partially works, it opens a new tab that makes a call to my WebServices. This method is not very clean. I am a bit lost at the moment. In the end, I simply want a call to my WebServices to be made when the call is answered, and I would like the call to my WebServices to receive the caller's phone number and the extension of the agent receiving the call as parameters. It is crucial to receive the agent's extension as it is essential for the purpose of my integration. Thank you in advance for your assistance.

 

[Evolute IT]

You cannot trigger anything when the call is answered. This is not part of the integration.

The URL returned in the lookup will be opened by the Webclient but if it's an API call, it won't just close the page or anything like that.

You'll want to look into @VoIPTools webhooks/events.

 

[pierro-bello]

Hello again,
According to the VoIPTools team, this capability does not currently exist with their tools. They can develop it as a custom solution for a cost of a few thousand dollars. So, in conclusion, is it truly impossible to retrieve the agent when the call is answered? Even in the Contact Lookup?

 

[Evolute IT]

Hello again,
According to the VoIPTools team, this capability does not currently exist with their tools. They can develop it as a custom solution for a cost of a few thousand dollars. So, in conclusion, is it truly impossible to retrieve the agent when the call is answered? Even in the Contact Lookup?

The only way is to use the "open custom URL" feature of the Webclient and hardcode the agent extension in each user's Webclient. And no, during contact lookup you don't know who will answer it so it's not available.

 

[OlegOLP]

Hello
, I am currently developing WebServices to interact with 3CX, primarily for Contact Lookup and Call Journaling. Both functionalities are working as intended. However, I initially thought that Call Journaling was triggered when the call was answered, but it turns out it occurs once the call is ended. I explored the 3CX portal > settings > integrations > "Open Contact in Custom CRM" and while it partially works, it opens a new tab that makes a call to my WebServices. This method is not very clean. I am a bit lost at the moment. In the end, I simply want a call to my WebServices to be made when the call is answered, and I would like the call to my WebServices to receive the caller's phone number and the extension of the agent receiving the call as parameters. It is crucial to receive the agent's extension as it is essential for the purpose of my integration. Thank you in advance for your assistance.

Our Webhook generator development allows you to receive events for receiving a call and picking up an employee's handset. maybe this will help you.

https://creomate.com/3cx-webhook-documentation