Open crm when answering call - server side crm integration

[rbovenkamp]

Is it possible to open the crm contact url only on answering a call? I made an integration for Insightly CRM for a customer service center. There is 1 main number connected to a parallel call Queue with 6 agents.

 

[edossantos]

Unfortunately this is not possible, popups are launched when the call rings.

You can turn this automatic popup off from the 3CX Web Client > Settings > Integration. Then, the agent can manually click on the contact button to open the contact card when they're about to answer the call.

 

[rbovenkamp]

That's a pity... Is it possible to make this a feature request? Can't image this isn't a frequently asked feature. It is otherwise almost impossible to use the CRM integrate functionality on larger service desks.

 

[rscottyd]

Is what we do for the call center is turn the integration off in their individual settings in the switchboard webpage. Then it shows a little roledex icon beside the client name when they are on the phone with them, and they can click that. Now it only opens the page for calls they are on and want to see it.

But today I am fighting the system. Since the upgrade to 16.0.641 this weekend, my queue answerers are not seeing the roledex icon any longer

 

[rbovenkamp]

Hmmm I can't believe that that was the only way to achieve this. This is a bit of a turnoff for having such a beautiful way of integrating with 3th party apps.