Integration using 3CX Talk

[nicholasdt]

Hi there,

I am currently using only the 3CX Talk for testing of the integration, no SIP Trunk has been set up as we are still trying out the functionalities.

Running into these couple of issues, please help to advise on it:

1. When the caller clicks on the Call Us button in the chat, on the 3CX web client, the Salesforce CRM link is not opened automatically. The small chat window beneath the softphone does shows the CRM link icon and if I click onto it manually it opens up the right contact in Salesforce. Any reason why the link is not automatically opened?
2. Ending the call does not result in creation of any tasks for the Call Journalling details. I tested the connection, it is working fine. The logs looks fine, no API issue, the only message that strikes out to me is "CHR: contact for LiveChat is not found".

Thank you.

Nic

 

[TheodorosG_3CX]

In regards to your inquiries:
1) Are you answering the call?
2) What is the format of the number that is coming in the PBX? Is it in the same as it is in the CRM?

 

[nicholasdt]

Hi there,

1) Yes it was answered.
2) I would assume that it is the same since they were able to find a match. I've attached the screenshot below.

 

[TheodorosG_3CX]

Since this is related with Chat journal you need to ensure that the conversation is closed.
Have you ensured that you selected "Dealt With" and check?

 

[nicholasdt]

Thanks, I can see it now in Salesforce after selecting "Dealt With" in the chat.

Since the chat resulted in a call, should there be the call journalling information (call time etc) being synchronized too?
Are there any other ways besides setting up SIP Trunk to simulate a call into the 3CX web client?

 

[TheodorosG_3CX]

Glad to know the chat journal is working properly.

As for the other inquiries, since this is a chat it will only report chat in the CRM.
I will need some more details on the other scenario, do you want to make calls from somewhere external to the 3CX?

 

[nicholasdt]

Yes, just from an external number I can also place in the Salesforce Contact record and use that number to dial to my 3CX user and verify that the integration is working. Without SIP Trunking, there isn't a valid number for me to dial.

Thanks

 

[nicholasdt]

Hi Team,

Any updates on the question above?

Thanks

 

[TheodorosG_3CX]

So you want to call from Salesforce to the PBX while using the Web Client?

 

[nicholasdt]

So the test scenario goes like this.

Person Z calls Agent Z who is on 3CX web client. Agent Z picks up the call and when he is done with the call, he sees the call details being integrated to Salesforce.

So my question is for Person Z to be able to make a call to Agent Z on 3CX, is there any other ways besides setting up SIP Trunk? We have personal mobile that can be used for this purpose, but I am unsure if that can be done.

Thanks

 

[TheodorosG_3CX]

No there is no other way, this has to be routed through the sip trunk to the PBX endpoint.

 

[nicholasdt]

No there is no other way, this has to be routed through the sip trunk to the PBX endpoint.

Got it, thanks