need agent or DID information on contact lookup API

[imiamran]

I am setting up 3cx on our platform and stuck in a scenario. basically I need to display a notification when an agent receives a call on the CRM. I need to figure out, to which agent call was forwarded or to which destination number call was received. I have these details at the end of the call but I need them while the phone is ringing. any information regarding the agent will be sufficient.

 

[edossantos]

If you create an XML template using this guide, you will only have the caller's number during contact lookup. This is because the contact lookup is triggered as soon as the call arrives to 3CX, even before it's sent to any extension, so the destination of the call is unknown at this point.

The only way to do what you need would be using the static URL that you can configure in the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables. There you can configure an URL containing the placeholder %CallerNumber%, and you can hard-code the extension number, because this configuration is done per extension, on the client side. For example, you can configure the URL:
https://my-crm-server?caller=%CallerNumber%&extension=100

Please note that this will be launched in a new browser tab on the client side, so the agent will see this.

 

[imiamran]

If you create an XML template using this guide, you will only have the caller's number during contact lookup. This is because the contact lookup is triggered as soon as the call arrives to 3CX, even before it's sent to any extension, so the destination of the call is unknown at this point.

The only way to do what you need would be using the static URL that you can configure in the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables. There you can configure an URL containing the placeholder %CallerNumber%, and you can hard-code the extension number, because this configuration is done per extension, on the client side. For example, you can configure the URL:
https://my-crm-server?caller=%CallerNumber%&extension=100

Please note that this will be launched in a new browser tab on the client side, so the agent will see this.

Thank you so much for the quick reply. I tried this and it only works with WebClient but doesn't work with mobile app and IP phones. I have direct access to the 3cx database and it looks like 3cx insert the records after the call ended.

 

[edossantos]

Thank you so much for the quick reply. I tried this and it only works with WebClient but doesn't work with mobile app and IP phones. I have direct access to the 3cx database and it looks like 3cx insert the records after the call ended.

You can configure the Web Client or the Desktop app in CTI mode, this is controlling your desk phone. This way you can continue using your desk phone, while having the 3CX client running on your PC.