Custom Scenario for Custom CRM Integration

[Abdullah Elsaied]

Hi @edossantos,

Appreciate your help,

We have custom CRM and want to make a custom scenario for integration as below:


for example: If call reached agent "000" send API request with values "DID" and "Number" only no more data needed or auth.

I tried to make this for the CRM template but nothing sent I checked "Varborse logs" and found below logs for numbers no more

2020/07/17 15:19:13.199|559|0056|Info|CRM: making request to CRM. Number=19xxxxxxx
2020/07/17 15:19:13.199|559|0056|Verb|Removed from processing. Number=19xxxxxxx
2020/07/17 15:19:13.199|559|0056|Info|CRM: processing of 19xxxxxxx has been finished

attached the CRM template as well, is this something that could be done or not.


Many thanks in advance
Best Regards

 

[edossantos]

The DID is not available in the template, only the caller number. So that's not possible with a CRM template.

 

[Abdullah Elsaied]

Many Thanks @edossantos

yes tried it and it gives me an error,
Is there any idea for this scenario:

After answered call sends API request with Number and DID (API URL change depends on which agent answer the call), I'm thinking about CFD but there is nothing to do it as after call transferred it's out of CFD.

 

[edossantos]

You will have the DID in a CFD app, but this app can't monitor other calls. If you need to send this request when an agent receives a call, then the CFD can't help.

Maybe you can route inbound calls to the CFD app, this CFD app makes the HTTP request, and then transfers the call to the agent. But you will not know if the agent answered or not...

 

[Abdullah Elsaied]

Many Thanks, @edossantos I will try to send the API request before transfer to queue in CFD, and then use another CFD to update the request if call not answered and put it in the No answer option on queue section.