Help with integrating call journal / webhook

[Message-Alex]

Hey,

A customer of ours is looking for an integration with his own built CRM package. The functionality he is looking for is that 3CX makes a call to his CRM, on incoming or outgoing telephone calls. As soon as the call center takes the call at his or her workplace. There should be an option to create or update a ticket on the customer card (which comes up on the call)

So it is important that 3CX sends a signal to the CRM package with the phone number, which then makes a match with a customer card in its system.

His development team already looked to the CRM integration documents, I heard there are some templates available or we can make them to make this work.

Can somebody please help?

 

[edossantos]

You will need to create a custom template using the CRM Tool. Please check this:
https://www.3cx.com/docs/crm-integration/
https://www.3cx.com/docs/server-side-crm-template-xml-description/

Please note that this is how it works:
- When an inbound call arrives, the contact will be taken from your CRM and imported into 3CX Contacts.
- When the contact is not found in the CRM, it will be automatically created (depending on configuration).
- The contact name will be shown as the caller name, no matter the phone you use.
- If you use the 3CX Web Client, it will automatically open the contact record in a new browser tab.
- When the call ends, a new call activity will be created in the CRM (depending on configuration).

 

[Evolute IT]

There should be an option to create or update a ticket on the customer card (which comes up on the call)

This part could be done via the Open Custom URL on ringing or answering and the page would receive the caller ID, check the CRM and give the choice to the agent.

Maybe that can even be built into their CRM directly.

 

[Message-Alex]

So its even possible when the call is still ongoing, the problem with the most of the logging is that it happens after the call ends?

 

[Evolute IT]

So its even possible when the call is still ongoing, the problem with the most of the logging is that it happens after the call ends?

Logging yes, only at the end of the call.

At the beginning, you have no information yet on the agent extension or anything else beside the caller ID.

 

[Message-Alex]

Logging yes, only at the end of the call.

At the beginning, you have no information yet on the agent extension or anything else beside the caller ID.

Yes the most important part is, that the correct agent gets attached to the action that needs to be taken with the caller ID.

Caller ID --> match with client account --> pop up customercard --> able to create the ticket. (that is the thing we can request in the customer url?

 

[edossantos]

Yes the most important part is, that the correct agent gets attached to the action that needs to be taken with the caller ID.

Caller ID --> match with client account --> pop up customercard --> able to create the ticket. (that is the thing we can request in the customer url?

If your CRM template returns the URL to popup, then this is what will happen:
1) 3CX receives the call and triggers the contact lookup. Your template returns the contact name and the Contact URL among other things.
2) The call is transferred to an agent.
3) The agent using the Web Client or the Desktop App will get a popup: the contact URL returned by the template will be launched in a new browser tab.
4) The agent can create the ticket from the contact URL.