Limit 3CX and HubSpot integration to specific Call Queues

[TecRivulet_1]

Hi,

The current server side 3CX integration with HubSpot creates a contact for every call that lands on the 3CX (including calls to Security, Admin, Transport etc.). We need to limit the integration scope to only those calls that land to specific call queues (e.g. Sales). Is there way to achieve this.

Thanks!

 

[TheodorosG_3CX]

Please note that since the integration is enabled the PBX will always make a contact lookup to the CRM. If the option to Create Contact is disabled this will not create any new contacts. I'm afraid this cannot be avoided as this option will create contacts for numbers that do not exist in the CRM and cannot be limited on specific call destinations.

 

[TecRivulet_1]

Thanks for the reply! As a workaround, can we use a client side integration for calling HubSpot. But we would like to also post call journaling data (e.g. call duration, start and end time, call recording) to HubSpot. What are the methods available for doing them in conjunction with each other.

 

[TheodorosG_3CX]

The 3CX Hubspot CRM integration is only tested and supported as the server side.

 

[TecRivulet_1]

We have teams that use 3CX extensions. These teams use their respective CRM systems. We are looking to provide integration to the multiple CRMs at the same time. What could be the best way to achieve that.

 

[TheodorosG_3CX]

In the PBX you can only configure one integration. It is not possible to configure multiple CRM's on one PBX installation.

 

[TecRivulet_1]

Picking up the old thread. Has the capability been introduced to limit the CRM call to specific call queues. Alternatively, can the popup call be limited to inbound numbers of greater than certain digits / length.

 

[edossantos]

Picking up the old thread. Has the capability been introduced to limit the CRM call to specific call queues. Alternatively, can the popup call be limited to inbound numbers of greater than certain digits / length.

No, this has not changed in 3CX v18 Update 8. The integration is enabled system-wide. You can configure the Web Client for specific extensions to avoid triggering the popup, from Settings > Integration > Off. But the contact name and record link will still be visible. The automatic popup can be enabled or disabled per extension, but not when the caller's number has a specific length.