Integrate own CRM with Agent + Extension info when the call starts, possible?

[martin.rode]

Hi,

I am trying to connect our own CRM to 3CX. I need some sort of callback into the CRM when a call is picked up by an agent. The CRM allows the agent to write a protocol of the call during the call.

My idea is to use the LookupNumber Scenario for that, but it seems that Scenario only passes the Number of the calling party into the CRM. The Scenario RecordCall has all the info I need, but is only run after the call is done.

I understand there is no general Webhook call to accomplish this?

May be polling active calls from the 3CX would also work, then I can match the incoming number with the active call.

Any ideas how I can accomplish this?

Best
Martin

 

[edossantos]

Using a CRM template will not work. The lookup scenario might not be even called, if the contact is already in cache.

So you have 2 options here:

1. Server side - use the 3CX Call Control API to monitor active calls in the system, and notify your CRM accordingly.
2. Client side - create a plugin for 3CXPhone for Windows using this API: https://www.3cx.com/call-center/crm-integration/

 

[martin.rode]

Hi Ernesto,

thx for getting back.

Call Control API sound promising, but unfortunately I cannot find any docs about the Call Control API? (We are a web company, so tech around Linux is preferred. No .NET or Windows expertise here).

As a new idea I checked what the WebClient is doing, but it seems you guys are sending binary data over the Websocket... (why???)... Anyway, any help here is appreciated as this is a must have feature in order to switch the company over to 3CX.

Best
Martin

 

[edossantos]

The Call Control API is a .NET Core API that can be used on Linux as well. Unfortunately there is no public documentation for it at the moment.

For the 3CXPhone for Windows client, you can create a .NET DLL to be loaded by the client as a plugin.

In any case you need .NET knowledge...