Open different URL based on the queues an agent is joined

[NonLinearly]

We have agents that can be joined to different queues with the same extension. But we need different web applications to be opened in each queue. I know about the Integration in Setting and the "Auto launch a custom contact URL using variables" option but this οpens the same URL regardless of call queue.

 

[Evolute IT]

This is currently not possible directly without some workarounds.

You would need to use a CFD between the entrypoint and the queue to customize the URL, and that would be one CFD per queue as well.

 

[VoIPTools]

@ConceptsWeb, could they invoke a .exe and have the EXE determine the URL to pop?

 

[Evolute IT]

@ConceptsWeb, could they invoke a .exe and have the EXE determine the URL to pop?

That EXE would still need to know the queue extension or name to get the right URL to open. If that can be done (perhaps using the queue name in the caller name?), then I don't see why not.

 

[VoIPTools]

Not sure how we would place the queue name in the parameter. There is always the option to have the .exe query our REST API to determine what queue the user is logged into, but that would require the purchase of our API... I cannot think of another alternative.

 

[Evolute IT]

Not sure how we would place the queue name in the parameter. There is always the option to have the .exe query our REST API to determine what queue the user is logged into, but that would require the purchase of our API... I cannot think of another alternative.

The %CallerName% variable can be used when launching the EXE, it would contain the appended/prepended queue name and inbound rule name (like 5551112233:Main:Support Q.)

We use that for some custom integrations.

 

[VoIPTools]

Good point. Then the EXE doesn't need our REST API, it can extract the queue from the name!

 

[NonLinearly]

Sorry but I think that something I do not understand. The CFD runs in the 3CX Server. The .exe runs in the agent PC. How CFD could call the .exe and runs it in the agent's PC???

 

[Evolute IT]

Sorry but I think that something I do not understand. The CFD runs in the 3CX Server. The .exe runs in the agent PC. How CFD could call the .exe and runs it in the agent's PC???

CFD wouldn't call the EXE.

The DesktopApp would.

 

[NonLinearly]

And how CFD could drive the DesktopApp to run the .exe (with parameters like queue name or queue extension) when a call is arrived in the agent?

 

[Evolute IT]

And how CFD could drive the DesktopApp to run the .exe (with parameters like queue name or queue extension) when a call is arrived in the agent?

The CFD has nothing to do in this.

 

[Evolute IT]

Then why you mention it? I am totally confused. How the DesktopApp will run .exe program? I don't know for such a thing!

So, the CFD is one way of doing it that probably wouldn't work well for your use-case.

The EXE way (which the Windows app would trigger, it's in the settings) can receive the caller number and name (which includes the queue name if enabled in 3CX) and thus can parse the information and open the required page URL. It would need to have a way of knowing which queue is what URL, but that can be either hardcoded in the EXE or using a WebService/API to pull the information.

 

[NonLinearly]

Yes. I understood. The "Open Contact URL" is a misleading label!!

 

[Evolute IT]

Yes. I understood. The "Open Contact URL" is a misleading label!!

That's for a URL. Checkout the View section of the settings at the bottom.

For some reason it's there to launch an app.

 

[NonLinearly]

I was trying with the URL using the path of the .exe but when I run the exe alone without args then is executed but when I put an argument with a space after the path of exe then it doesn't even runs!!! Eventually after your post I found the right place to put it but it is not in View. In my system it is in Audio/Video (!!!). Very intuitive!

 

[NonLinearly]

THANK YOU