Solved Hubspot AgentFirstName and AgentLastName not showing

[p.reitter]

We are using the 3CX Hubspot Integrations as documente here: https://www.3cx.com/docs/hubspot-pbx-crm-integration/

I added the [AgentLastName] and [AgentFirstName] to the call journaling string.

So for example like this: [DateTime]: Answered incoming call from [Number] to [Agent] [AgentLastName] ([Duration])



However in Hubspot i can only see the extension number of the Agent, but not the Agent Name (would be expected after the number).



We are using 16.0.8.9 version.

Is this a known issue? Or anybody knows what could be wrong?

 

[Evolute IT]

We are using the 3CX Hubspot Integrations as documente here: https://www.3cx.com/docs/hubspot-pbx-crm-integration/

I added the [AgentLastName] and [AgentFirstName] to the call journaling string.

So for example like this: [DateTime]: Answered incoming call from [Number] to [Agent] [AgentLastName] ([Duration])

However in Hubspot i can only see the extension number of the Agent, but not the Agent Name.

We are using 16.0.8.9 version.

Is this a known issue? Or anybody knows what could be wrong?

The agent name is not available in HubSpot. There's only the agent extension available during the call journaling.

The other CRMs are actually calling an API to get the user with that extension number from the CRM to then assign notes/activities to that user.

 

[p.reitter]

The agent name is not available in HubSpot. There's only the agent extension available during the call journaling.

The other CRMs are actually calling an API to get the user with that extension number from the CRM to then assign notes/activities to that user.

I do not fully understand, why 3CX would need an API to get the agent name.
The agent name is known by 3CX.
In Hubspot i would like to see the name of the Agent (Employee) instead of the extension number.
Its more easy to read. +43123456 called Max Mayer instead of +43123456 calles 00101.

3CX knows that 00101 is Max Mayer. So 3CX would need to pass the AgentFirstName and AgentLastName to Hubspot. Hubspot does not know any extension numbers.

 

[edossantos]

We are using 16.0.8.9 version.

Is this a known issue? Or anybody knows what could be wrong?

These are new variables introduced in v18, so you need to upgrade your PBX to get this working.

 

[Evolute IT]

I do not fully understand, why 3CX would need an API to get the agent name.
The agent name is known by 3CX.
In Hubspot i would like to see the name of the Agent (Employee) instead of the extension number.
Its more easy to read. +43123456 called Max Mayer instead of +43123456 calles 00101.

3CX knows that 00101 is Max Mayer. So 3CX would need to pass the AgentFirstName and AgentLastName to Hubspot. Hubspot does not know any extension numbers.

HubSpot doesn't. But others, like ConnectWise or Salesforce, do. Thus, they implemented it this way.

 

[Evolute IT]

These are new variables introduced in v18, so you need to upgrade your PBX to get this working.

They are now available? That's new.

But still, for V16, I am right.

 

[edossantos]

To shed some light on this, what @Frederick Marcoux mentions is that in some CRMs we get the agent details from the CRM, and then we log the call for the matched contact and the CRM agent. For Hubspot this is not the case because Hubspot doesn't have any API to get the agent's details.

However, what @p.reitter is trying to do is something different, just adding the agent's first name and last name taken from the 3CX extension's settings to the call log. This has been added in v18. Now there are many new variables that you can use, like the agent's email for example. The full list is here:
https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz

 

[Evolute IT]

To shed some light on this, what @Frederick Marcoux mentions is that in some CRMs we get the agent details from the CRM, and then we log the call for the matched contact and the CRM agent. For Hubspot this is not the case because Hubspot doesn't have any API to get the agent's details.

However, what @p.reitter is trying to do is something different, just adding the agent's first name and last name taken from the 3CX extension's settings to the call log. This has been added in v18. Now there are many new variables that you can use, like the agent's email for example. The full list is here:
https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz

Can we get this one for calls as well? (By the way, it is written call but it is from the chat scenario.)

• QueueExtension (string) - The extension number of the queue, only when the call arrives to the agent through a queue.

As for the Agent variables, Noice

 

[edossantos]

Can we get this one for calls as well? (By the way, it is written call but it is from the chat scenario.)

• QueueExtension (string) - The extension number of the queue, only when the call arrives to the agent through a queue.

As for the Agent variables, Noice

Thanks for the heads up about the documentation, I will fix it now.

No, that variable's only available for chats for now.

 

[Evolute IT]

Thanks for the heads up about the documentation, I will fix it now.

No, that variable's only available for chats for now.

Add it to the list of suggestions if you can It would be nice since there's obviously a way (hard or easy) if we can already get more for the Agent and the chat scenario.

 

[p.reitter]

Thanks for the heads up about the documentation, I will fix it now.

No, that variable's only available for chats for now.

I also would like to have this variable for calls! Upvote!

 

[p.reitter]

upgrading to v18, fixed the problem. variables are now available.