Open CRM when making a Call

[RogierP]

Hi,
As the Windows Client can start an external application for incomming call i'm looking for a sollution that it could start an application when placing a outgoing call.
Why? For instance when dailing a customer i want to start the CRM customor card to add some notes, . Or when clicking on a callto: link open an application to add / make notes to customer in CRM.

Any sollution is welcome. (the callto: is why my question raised)

Greets,
Rogier

 

[edossantos]

Hello Rogier,

What CRM are you using? If you use the integrations we provide, the 3CX Web Client will show a button to open the contact record, when you make an outbound call to a CRM contact, as follows:


The agent would need to click there to launch the contact record in a new browser tab, and from there they can take notes.

If your CRM is not supported out of the box by 3CX, you can create an integration by following this guide:
https://www.3cx.com/docs/crm-integration/

Kind regards.

 

[RogierP]

Hi Emesto,

the CRM is SuperOffice. There is an addon available from a thirth party that is working for incomming calles via the %CallerNumber% and works like a charm. This addon can also be triggerd the sameway as the incomming call but the from an outgoing call.

Greets,
Rogier

 

[edossantos]

Thanks for your feedback. There is no way to trigger the URL on outbound calls. What you can do is creating a CRM template following that guide, so you set the ContactURL to the value you need. Then that ContactURL will be available by clicking the button on the screenshot I shared with you in my previous post.

 

[chryssalid]

Ernesto does this feature (auto opening CRM contact or manually opening CRM contact) is available in the desktop phone app? I see that the server communicates with our CRM both ways (sending lookup request, getting the response and sending journaling request after the call) but no url is opened although contact open mode is set to "on answer"...?

 

[edossantos]

Ernesto does this feature (auto opening CRM contact or manually opening CRM contact) is available in the desktop phone app?

No, this is only available when using the 3CX Web Client.

I see that the server communicates with our CRM both ways (sending lookup request, getting the response and sending journaling request after the call) but no url is opened although contact open mode is set to "on answer"...?

That setting is in the 3CXPhone for Windows client, and controls the client side integrations. Only Outlook and DATEV are supported client side integrations. That setting doesn't control the "Launch external application" behaviour...

 

[chryssalid]

Are you planning to develop such feature in the 3CXPhone?

 

[edossantos]

Are you planning to develop such feature in the 3CXPhone?

I don't think so.

 

[chryssalid]

I don't think so.

There is a behavior setting which allow me to open some app on the call. But if I set this, no lookup request is sent - only journaling which is quite illogical to me. Why does it work like this?

 

[edossantos]

There is a behavior setting which allow me to open some app on the call. But if I set this, no lookup request is sent - only journaling which is quite illogical to me. Why does it work like this?

That setting is independent from the CRM integration engine, which works on the server side. This only controls what the Web Client will do when you receive the call on your extension.

So, if 3CX has the CRM integration enabled, the contact lookup, contact creation and call journaling will work on the server side, no matter what you configure on your client side. If you change that behaviour setting to launch your own URL, you will not get the popup to the contact URL retrieved by the server, and instead you will launch your own URL. But this is a setting for your extension only, other extensions will get the popup if they have the option in place.