Integration with Zoho CRM and Desk

[FlorH]

Hello everyone.

I am new to 3CX, and I have set up a hosted instance for our company.

We are an IT service provider and we use 3CX for all our telephony now. I have succeeded to activate the integration with Zoho CRM, this all works very well.

Our team is also servicing a client where we basically run a dedicated support line for them. We have a separate trunk and designated operators who operate the calls.
I was able to configure everything separately in 3CX: call routing, voicemail, IVR etc. There is one thing however that I cannot "isolate": the CRM integration.

Calls from this specific trunk should not be logged in our CRM, because the support calls are not from our clients but from the end-customers of our client.
Ideally, I would like them to be created as tickets in Zoho Desk (but if that's not possible, that's fine).

TLDR; Is it possible to specify "filters" for the CRM integration so calls from one trunk do not get passed to CRM?
Also, can the Zoho CRM and Zoho Desk extension be combined?
(This one: https://help.zoho.com/portal/en/kb/...-add-ons/articles/3cx-extension-for-zoho-desk )

Or, should I create a completely separate 3CX instance for this? If so, can they be linked somehow so that our users don't need two phones?

 

[Evolute IT]

Hello everyone.

I am new to 3CX, and I have set up a hosted instance for our company.

We are an IT service provider and we use 3CX for all our telephony now. I have succeeded to activate the integration with Zoho CRM, this all works very well.

Our team is also servicing a client where we basically run a dedicated support line for them. We have a separate trunk and designated operators who operate the calls.
I was able to configure everything separately in 3CX: call routing, voicemail, IVR etc. There is one thing however that I cannot "isolate": the CRM integration.

Calls from this specific trunk should not be logged in our CRM, because the support calls are not from our clients but from the end-customers of our client.
Ideally, I would like them to be created as tickets in Zoho Desk (but if that's not possible, that's fine).

TLDR; Is it possible to specify "filters" for the CRM integration so calls from one trunk do not get passed to CRM?
Also, can the Zoho CRM and Zoho Desk extension be combined?
(This one: https://help.zoho.com/portal/en/kb/...-add-ons/articles/3cx-extension-for-zoho-desk )

Or, should I create a completely separate 3CX instance for this? If so, can they be linked somehow so that our users don't need two phones?

There's no way unfortunately to "filter".

All you can do is disable the popup for the unneeded users and possibly not add their ext number in the CRM profile, so that call journaling doesn't log their calls.

Beside that, you'd need 2 instances, which CAN be bridged but one extension cannot use 2 configs.