Incoming Call Information when Call Rings

[AbdulBasitNZ]

Hi,

Totally newbie to 3CX. Finding out the best way to identify below details in our web application when call rings or at-least picked up at destination;

• Call unique Id
• Call queue name
• Incoming number
• Destination extension

We are able to perform contact lookup from our CRM API but now sure how to get above information?

Thanks

 

[craigreilly]

If you are doing a lookup to your CRM - then the only value you need is the incoming caller id.
Have you reviewed these:
https://www.3cx.com/call-center/crm-integration/
https://www.3cx.com/docs/crm-integration/

The call id, call queue name and destination extension will not help with the lookup of the Customer Information.

 

[AbdulBasitNZ]

Hi Craig, thanks for replying

Customer lookup is sorted with the CRM API implementation, now we need following information as well

• Call unique Id
• Call queue name
• Incoming number
• Destination extension

 

[edossantos]

Hello @AbdulBasitNZ,

Unfortunately that information is not available. The contact lookup scenario in the CRM template only receives the caller number.

Then you have the Call Journaling scenario, which will also receive the agent's extension, but that only happens when the call ends. The Call Unique ID, the Call Queue Name, and the Incoming Number are not available.

 

[AbdulBasitNZ]

Hi Emesto, thanks for replying

Any options other than CRM API?

 

[wsd-tim]

Easiest option with zero CRM template messing about. Downside: need all users to add this line themselves

 

[edossantos]

Any options other than CRM API?

No, unfortunately there is no other way.

Easiest option with zero CRM template messing about. Downside: need all users to add this line themselves

You don't have the required information in this way either. You will only get the caller number this way.

 

[AbdulBasitNZ]

Hi, thanks for replying guys,

Would CFD help here? Can I get all this information when call is answered? Extension would be required to push notify details to respective agent only.

 

[edossantos]

Would CFD help here? Can I get all this information when call is answered? Extension would be required to push notify details to respective agent only.

No, the CFD will not help in this case. You can execute a CFD app before the call is sent to the agent, but it can't monitor when a call to another entity is connected...

 

[AbdulBasitNZ]

No, the CFD will not help in this case. You can execute a CFD app before the call is sent to the agent, but it can't monitor when a call to another entity is connected...

OK. I think the way around would be to keep call details from CFD on server until call is picked by the agent. Tell me if we can use CFD in production as it's beta at the moment?

 

[edossantos]

OK. I think the way around would be to keep call details from CFD on server until call is picked by the agent. Tell me if we can use CFD in production as it's beta at the moment?

You can use CFD in a production environment, however I don't see how you're going to achieve what you need... The main problem is that you don't have all the information you need.

 

[Andreas Olenitzack]

This Information you can get with the CallContallApi.

• Call unique Id
• Call queue name
• Incoming number
• Destination extension