Custom Template Generator Scenario

[sam.edmond]

Hi, I am fairly new to the 3CX CRM Template Generator and am trying to create a custom scenario that sort of works like call journaling but happens at the point of call connection. i really only need the agent and the phone number passing to an api we have written and haven't had much luck. Does anyone know if this is possible or not?
i have tried to create a custom scenario that is triggered by the matching scenario but i not sure if the call number and agent id (number or extension) are available at this point?

Thanks in advance

 

[Evolute IT]

Unfortunately, no. This is not possible. The call journaling is executed after the call ended. There's absolutely no way to do it at the beginning.

 

[sam.edmond]

HI Frederick, thanks for your response. Just to check, i know the call journaling is fixed at the end, but is there no way to access other information from custom scenarios?

what we have is an application that sits on client machines that our api can pass call information to, so that details can be made about the call while it is in progress. the way we want to do this in our api is, if we get a call notification we can identify who to notify by the agent id and pass along any details we have from the phone number called or being called. so we need to 3CX system to call out api at the point of connection with those two pieces of information. I'm hoping there is some way to do this. thanks.

 

[edossantos]

As Frederick explained, you can't do this using a CRM template. With the CRM template, the contact lookup happens as soon as the call arrives to 3CX, and before it is sent to an agent. Then, you only have the caller number, nothing else.

If you can invoke this API from the client side, maybe you can consider doing this from the 3CX client app. You have 2 options:
1) From the Web Client, you can launch an URL when your extension receives a call, or when the call is answered. You can configure this from the 3CX Web Client > Settings > Integration.

2) If you need to launch an executable instead of an URL, you can use the 3CX client for Windows, which lets you select an application, and pass parameters to it (for example, the caller number and the extension number). You can configure this from the 3CX client for Windows > Settings > Advanced Settings > Behavior > External Application.

 

[Khorny]

Hi,
So I have familiar task. I need to start the contact lookup based on the ticket ID before it's sent to an agent.
the call flow would be:
1. incoming call - to CFD
2. the caller need's to type in ticket ID (order number)
3. the SQL Query is made to check if the Ticket ID exist
4. the CRM API query is made (contact lookup based on ticket ID - this is based on CRM not on 3CX)
5. the call is passed to agent

Is this possible - just to invoke CRM API a bit after the call comes to 3CX system and befor it is sent to agent?

The CRM used is FreshDesk. The contact query based on the Ticket ID - I'll speak to FreshDesk support about this.

Thanks

 

[edossantos]

Hi,
So I have familiar task. I need to start the contact lookup based on the ticket ID before it's sent to an agent.
the call flow would be:
1. incoming call - to CFD
2. the caller need's to type in ticket ID (order number)
3. the SQL Query is made to check if the Ticket ID exist
4. the CRM API query is made (contact lookup based on ticket ID - this is based on CRM not on 3CX)
5. the call is passed to agent

Is this possible - just to invoke CRM API a bit after the call comes to 3CX system and befor it is sent to agent?

The CRM used is FreshDesk. The contact query based on the Ticket ID - I'll speak to FreshDesk support about this.

Thanks

Yes, this is something you can do. What you can't is sending this ticket ID from the CFD app to the agent. But as long as you do all this from the CFD app, that's totally possible.