How to get information about active calls?

[ckrammer]

Hello everybody,

I am running a wholesale business with an ERP system. I want my agents to see the number that they are currently connected to in the ERP system and perform some actions there.

I tried this using the CRM API with the search function, but in this case I am missing the information which number was called, so my 70 something agents could only see the complete list of ongoing calls, which is not really helpful. Also in this way I miss calls that to not transmit any number. I know there is a function to call a custom URL after the search, but as I can only call the ERP server via REST webservices, I would need to include the agent/extension/etc in this call to make it useful, but I did not find any option for this either.

I tried CDR logs, but there are no entries for ongoing calls, calls are only logged after they are completed, which is not what I want.

Is there any other way to get a complete overview of currently active calls?

Thanks and regards,
Christoph

 

[AndreasP_3CX]

if by complete overview you mean the number of calls and the list of callers then no this is not possible in realtime however from what i can see getting the Agent number https://www.3cx.com/docs/server-side-crm-template-xml-description/ should be possible

• Agent (string) - The extension number of the agent handling the call.

however this depends on when you are actually populating this field, is it after the call has been answered?

 

[ckrammer]

The documentation you linked states that the agent number is only available for call reporting scenarios, so only after the call hung up.

I would need that information with the search scenario, so that I can log the call that just arrived, even before it is answered.

 

[VoIPTools]

It is possible to get this information in real-time using the 3CX Call Control API. Or you can wait and see what is released with 3CX V18. 3CX announced a new REST API and Gateway service, but we do not have any details regarding what will be possible with these new tools, nor do we have an ETA yet.

 

[edossantos]

At the time being, you can configure the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables, and then configure an URL which includes the agent's extension. This URL must be configured manually for each agent, so you can specify a different extension number in each case. The URL can be launched in a new browser tab when the call is received by the agent, or when the agent answers the call.

 

[ckrammer]

I need a server-side solution, there are too many agents and not all of them use the web client, some have DECT phones, so this does not help.

Can the 3CX call control API be used from PHP? I already use PHP to get some information for the DECT phones from 3CX.

 

[edossantos]

I need a server-side solution, there are too many agents and not all of them use the web client, some have DECT phones, so this does not help.

The Web Client can be configured in CTI mode, so you don't need to use it as a softphone. Believe me that this is the simplest solution, even if you need to manually configure 70 Web Clients.

Can the 3CX call control API be used from PHP? I already use PHP to get some information for the DECT phones from 3CX.

No, this API is intended to be used internally by 3CX. There is no documentation about this. This is not the way to go unfortunately.