Dynamics CRM Routing call to owner

Discussion in 'CRM / Helpdesk / App Integration' started by NUWELLEPIC, Jan 6, 2017.

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  1. NUWELLEPIC

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    I am testing the Dynamics CRM integration with 3CX. I do have that working. It would be nice if we could pop a phone call activity when the call comes in. As of now, you have to click on phone call and load that form as well. For a busy call center it helps to be able to just pop the call and put all the elements needed on that form.

    Also, it would be a bonus to be able to route the call to the owner of the contact record. We would like to assign an agent to a block of contacts in our CRM system and have the CRM plugin route the call to the owner of the contact record. The plugin would need to search CRM for that incoming number and then route the call to the owner.

    Also, if a contact has the same number as another contact, the first one CRM finds gets opened as opposed to all contacts with that number opening. We have several families that use the same phone number but have different contact records in CRM.

    Anyone have any API experience to make these three requests happen?
     
    #1 NUWELLEPIC, Jan 6, 2017
    Last edited: Jan 6, 2017
  2. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hi @NUWELLEPIC,

    The plug-in creates the call activity when the call ends, because then it has the call duration. In case of creating it on call start, the activity would not have all the information. But in any case, the plug-in is provided as a script so you can change that behavior. For example, editing the "DynamicsSession.cs" file you can call "StoreCallInformation" from "ShowContactRecord" and you will have the call activity created when the call arrives to your phone.

    Regarding call routing, the plug-in can't do that, because the plug-in runs on the agent PC. You need a solution on the server side, maybe using the 3CX Call Control API you can create a program to do that.

    Kind regards.
     
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  3. NUWELLEPIC

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    Ok, thanks!
     
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