Freshdesk Integration

[nderman]

We would like some guidance on integrating Freshdesk with 3CX.
We have managed to successfully integrate using the CRM template. However the way the template functions is not the way we would require.

Template integration works as follows:

Consultant answers the call
3CX does API call searching for contact with phone number
If a contact is found consultant is redirected to the contact's page in Freshdesk.
If contact is not found in Freshdesk, it creates the contact, then redirects consultant to Freshdesk.
Once the call is finished a ticket is logged with call duration details in Freshdesk (agent required to refresh the page).

With this 'flow' the consultant is not able to make notes on the ticket while on the call, as there is not ticket created yet.

What we want to accomplish:

Consultant answers the call
3CX does an API call searching for the contact
if the contact is not found it creates one.
Once a contact is associated, 3CX does an API call to log a ticket, with some information regarding the call (eg. inbound, time, consultant extension)
3CX then redirects the agent to the ticket it created. And the consultant is able to make notes on the ticket.
Once the call is finished 3CX will update a note in the ticket, with call information (eg. duration, and attach recording of call)

We understand that what we required is not possible with the integration templates, and have to be done either creating a custom .NET Core program using the 3CX Call Control API or possibly use the Call Flow Designer (Not 100% if CFD will work).
Which option would you recommend ? It would be great if we could get in contact with someone with a bit of technical knowledge ?

 

[edossantos]

You will not be able to do this by editing the template, because you don't have the callbacks you need. For example, when the call is received the 3CX CRM engine executes the lookup scenario from the template, and only the caller number is available. You don't have information of the agent that will pick up this call. Also, this could be skipped if the same customer called in the last 10 minutes, because there is a cache that prevents the CRM to be hitted so many times when the same customer calls you again during a short period of time.

The Call Journaling is executed at the end of the call, so it's not what you need.

A CFD app will not help either, because it's executed when the call is connected to it, and can't be executed when other entity (for example the agent) is taking the call.

A .NET program using the Call Control API would be the only way to do this, however there is no documentation or support on this.

 

[Evolute IT]

Is it planned or considered to add the Incoming Call scenario so we can create tickets/logs before it is answered? This would help in Contact Centers where they add notes throughout the call.

Then when the call is ended, another API call could be made to update the duration and final destination.

I'm sure it wouldn't be too hard since the CRM is already called on incoming calls before the agent is ever reached.

 

[nderman]

You will not be able to do this by editing the template, because you don't have the callbacks you need. For example, when the call is received the 3CX CRM engine executes the lookup scenario from the template, and only the caller number is available. You don't have information of the agent that will pick up this call. Also, this could be skipped if the same customer called in the last 10 minutes, because there is a cache that prevents the CRM to be hitted so many times when the same customer calls you again during a short period of time.

The Call Journaling is executed at the end of the call, so it's not what you need.

A CFD app will not help either, because it's executed when the call is connected to it, and can't be executed when other entity (for example the agent) is taking the call.

A .NET program using the Call Control API would be the only way to do this, however there is no documentation or support on this.

Is it possible to get the API and try build it ourselves, accepting the fact that there is no support or docs?

 

[edossantos]

Is it possible to get the API and try build it ourselves, accepting the fact that there is no support or docs?

From your .NET program you should reference the library 3cxpscomcpp2.dll.