How to trigger a popup on my system when an inbound call comes

[Jijo_Raj]

Hi Support,

I would like to have a automatic popup with some predefined fields which is triggered every time a inbound call comes.

Can you help me with the steps to achieve this logic.

Thanks in advance!!!

 

[edossantos]

When an inbound call arrives to 3CX? Or when it arrives to an extension?

What information do you need to send?

 

[Jijo_Raj]

We have an IVR in place, which forwards the calls to the Agents. when the Agent receives the call, the popup should appear and the contact lookup should show the contact details.

I have already integrated the contact lookup setup. So now i need to know how to trigger the popup on each call to each agent.

 

[edossantos]

If you have a CRM template doing the contact lookup, the ContactURL returned by the template is passed on to the Web Client, which will automatically launch this URL.

 

[VoIPTools]

Both the web client and Windows client can be configured to call an external application and pass to it the Caller ID number and/or name as parameters. For example, the external application could be a browser, or a Windows application.

 

[Jijo_Raj]

Hi, Im using 3cs Windows client(3CX phone for windows).

The contact lookup works fine, contact creation works fine. But the popup is not woking.

Attaching the 3CX Verbose log for your reference. Also Outbound calls are not entered into database. Please help me sort this 2 issues.

I will send you the CRM template in personal chat for your reference.

Thanks

 

[Jijo_Raj]

Here is the 3cx verbose log

 

[edossantos]

The 3CXPhone for Windows will not launch the popup. You need to use the 3CX Web Client.

 

[Jijo_Raj]

Hi Santos,

I installed the webclient. the popup works when an inbound call arrives. But the url is not the one which i specified in my CRM template.

https://mycrmurl/contacts/5/show

I am not sure from where this url is triggered.

the contact url in my template is "http://whitespots-cleaning.com/telesales_dashboard/create_bookings.php?number=[Number]".


Also i have some html content in this above mentioned url. i tested in the CRM and it show me the below error.


How to handle the HTML code in the contact lookup url.

Kindly help me on this 2 issues

Thanks!

 

[Jijo_Raj]

Hi,

Can someone assist on this issue. Its been a week i am waiting for.

Thanks

 

[edossantos]

https://mycrmurl/contacts/5/show

This looks like the URL generated by the database integration template. Check if you have contacts in the 3CX Console > Advanced > Contacts, and delete all the CRM contacts from there. This way 3CX starts clean, and contacts are taken from your CRM template.

the contact url in my template is "http://whitespots-cleaning.com/telesales_dashboard/create_bookings.php?number=[Number]".


Also i have some html content in this above mentioned url. i tested in the CRM and it show me the below error.


How to handle the HTML code in the contact lookup url.

It seems that you want to launch that URL, but not use it to search for contacts. If you use a template, you should invoke a REST API, get a JSON or XML response back, analyze that response and return the contact details.

If you just need to launch that URL, you should configure it in the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables, and configure the following URL:
http://whitespots-cleaning.com/telesales_dashboard/create_bookings.php?number=%CallerNumber%

 

[Jijo_Raj]

Hi Santos,

It seems that you want to launch that URL, but not use it to search for contacts. If you use a template, you should invoke a REST API, get a JSON or XML response back, analyze that response and return the contact details.

I have a URL for Contact Lookup which gives a JSON response. My question is, After i search a contact i need to display that details in a page that automatically popup in the screen. So how to use a HTML to display the response got from the REST API.

If you just need to launch that URL, you should configure it in the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables, and configure the following URL:
http://whitespots-cleaning.com/telesales_dashboard/create_bookings.php?number=%CallerNumber%

If i use a custom URL. i can search contact and display the results, But how to handle the Call Journaling? Will it work here with this custom URL method or do we need the CRM template to get the call journaling working?

Regards,
Jijo

 

[edossantos]

I have a URL for Contact Lookup which gives a JSON response. My question is, After i search a contact i need to display that details in a page that automatically popup in the screen. So how to use a HTML to display the response got from the REST API.

OK, so in this case you need to do the following:
1) From the template you query the endpoint that returns JSON. You get the details, and generate the outputs for each required property (contact name, contact URL, phone number, etc.).

2) Then the contact will be added to 3CX contacts. And the Contact URL you return in point 1 will be passed to the Web Client.

3) When your agent receives the call at the Web Client, it will automatically launch the Contact URL you provided in point 1. This URL should return HTML because it will be shown in a browser tab.

If i use a custom URL. i can search contact and display the results, But how to handle the Call Journaling? Will it work here with this custom URL method or do we need the CRM template to get the call journaling working?

For Call Journaling to work you need a CRM template. Following the steps described above should be what you need.

 

[Jijo_Raj]

OK, so in this case you need to do the following:
1) From the template you query the endpoint that returns JSON. You get the details, and generate the outputs for each required property (contact name, contact URL, phone number, etc.).

2) Then the contact will be added to 3CX contacts. And the Contact URL you return in point 1 will be passed to the Web Client.

3) When your agent receives the call at the Web Client, it will automatically launch the Contact URL you provided in point 1. This URL should return HTML because it will be shown in a browser tab.

This method Worked!!!

And i deleted all the old contacts from 3CX console and tried, The contact URL Popup is working like a charm.

I have one more question, Now if its a new contact we insert the Contact number and a dummy name into database, now i update the Customer name and its updated in my Database, but it still shows '3CX CONTACT' in 3CX web client. How do i update the contact name of an existing 3cx contact?

 

[edossantos]

I have one more question, Now if its a new contact we insert the Contact number and a dummy name into database, now i update the Customer name and its updated in my Database, but it still shows '3CX CONTACT' in 3CX web client. How do i update the contact name of an existing 3cx contact?

This will be automatically updated the next time you call this number, or when this number calls you.

 

[Jijo_Raj]

The Name is updated in my database. But in 3CX Console it still remains the same. So now all new contacts are name 3CX Contacts and that remains the same even if they call again.

 

[edossantos]

Are you returning the same Contact URL when the contact name is updated in the CRM? Because that's the key 3CX considers to update the contact. If you return a different Contact URL, a new contact will be created in 3CX, and the old one will remain with the old default name...

 

[Jijo_Raj]

Hi,

This is the contact lookup url:

https://mydomainpath/ajax/search_contact.php?number=[Number]

The contact URL for this matching scenario is as below

https://mydomainpath/create_bookings.php?customer_id=[ContactID]

Now i am updating the changes to the contact with the below URL

https://mydomainpath/ajax/create_new_booking.php?customer_id=[ContactID]


So this will not update the 3CX contact details?

Kindly advice

 

[edossantos]

3CX will only update the record in 3CX Contacts when the Contact URL returned by the CRM is the same. If you return a new URL, then a new contact will be created.