Get Audio Recordings from 3CX into CRM

[Anagha]

Hello there,

The requirement I ran into is, I need to get the Audio recordings of the Call from 3CX into CRM (ServiceNow), once a call gets completed.
However, I'm unable to find the appropriate API of 3CX to do so.

I have one more query, how will I come to know that a call has been ended in 3CX, so further I can intend to fetch the recordings in CRM.

Is there any API of 3CX which you can suggest me to achieve the above requirement.


Thanks in advance.

 

[edossantos]

The recording path is not available through any API.

You should monitor the file system, so when you detect the new WAV file, you can send it to your CRM. 3CX saves the recording in the following folders:

• Windows: C:\ProgramData\3CX\Instance1\Data\Recordings
• Linux: /var/lib/3cxpbx/Instance1/Data/Recordings

 

[Anagha]

Thanks for your response.

So as per your comment, it means that there is no way to access the call recording into CRM through API.
Is there any other way with which I can go at least closer to above requirement.

From Integration point of view, is there any 3CX API link which you can redirect me to, where I may get all the information about 3CX API or an idea of what all we possibly can do to communicate to 3CX from CRM.

 

[edossantos]

So as per your comment, it means that there is no way to access the call recording into CRM through API.
Is there any other way with which I can go at least closer to above requirement.

Correct, the information is not available. You need to scan the file system from an external program.

From Integration point of view, is there any 3CX API link which you can redirect me to, where I may get all the information about 3CX API or an idea of what all we possibly can do to communicate to 3CX from CRM.

This is what you need to use to integrate 3CX with a custom CRM:
https://www.3cx.com/docs/crm-integration/

 

[Anagha]

I have referred the link https://www.3cx.com/docs/crm-integration/ before.
We need to manually add the CRM template wizard (XML content) to 3CX Console from integration option.

But is there a way we can add or attach it by passing the XML content from CRM through a code or with the help of any API.
Basically, I'm trying or wanted to omit the manual way to do it.


Thanks again for your prompt response.

 

[edossantos]

Do you want to avoid manually uploading the template to the 3CX console? You can just replace the file in the 3CX server file system. The file is located in the following folder:

• On Windows: C:\ProgramData\3CX\Instance1\Data\Http\Templates\crm
• On Linux: /var/lib/3cxpbx/Instance1/Data/Http/Templates/crm

 

[Anagha]

Hey, can you help me with one of my query.
I don't see ServiceNow in a list which 3CX has given with which 3CX integration has been made.
Still just wanted to confirm, has anyone integrated 3CX phone system with ServiceNow?

Thanks.

 

[Anagha]

As per your previous comments, there is no way to access the call recordings in the CRM through API, but is there any 3CX API to access the 'Call logs' into the CRM, with which I can get metadata of those calls.
Thanks.

 

[edossantos]

There is no API to get call logs. These can be sent to a CSV file, then you can read the information from there:
https://www.3cx.com/docs/cdr-call-data-records/

 

[Anagha]

All right. Thanks for the update.

To make an outbound call from CRM, I'm passing a phone number of a person to be called in a URL like https://3cx.domain/webclient/#/call?phone=1234567890

However, I intended to pass both the phone numbers i.e. A phone number of person to be called and a Caller's phone number.

So, can I pass a Caller ID (i.e. Caller's phone number) too in the above URL. If yes, can you suggest me a way to do it.

Thanks.

 

[edossantos]

No, that URL needs to be invoked from the agent PC. So the user is already logged in and the extension is already set by the logged in session. That's NOT an URL that you can invoke from the server.

 

[Anagha]

We're having a requirement where an Agent is having multiple outbound extensions.
So depending on some of the condition from our end through the script, we needed to set the caller ID for the same agent for each outbound call. So can you suggest me a way to do this.

Thanks.

 

[edossantos]

Unfortunately that's not possible at the moment through any API. Please suggest the feature through the 3CX Ideas site:
https://www.3cx.com/community/forums/3cx-ideas/

 

[Anagha]

Got it, Thanks.

I'm doing an outbound call from CRM to 3CX with the URL https://3cx.domain/webclient/#/call?phone=0123456789. It works good, if I'm already logged-in to the 3CX Webclient.

But in case if i'm not logged-in to the Webclient and call this URL from CRM, it first asks me to complete the login, which is fair. But after my login it redirects me to the page giving "404: Page not found" error.
I observed the redirected URL - https://3cx.domain/webclient/#/call?phone=0123456789, it is replacing = with %3D and ? with %3F as per the encoding of special characters. But this URL is not working.

And we're having a requirement, where an agent may not be logged-in most of the time.
So can you suggest me the right way / URL to make an outbound call if I'm not logged-in to the webclient and without getting this 404 error.

Thanks.

 

[edossantos]

Seems to be a bug. There is no other URL. I will send this information to the dev team, so it can be fixed in a future version of 3CX.

 

[edossantos]

Hello @Anagha,

Thanks for reporting this. The issue will be fixed in the final release of 3CX v16 Update 3.

Kind regards.