Open link on incoming call contain custom parameters

[Irene]

Hi everybody.

I'm trying to integrate out ticketing platform with 3cx. the desider behaviour is: once we receive a call from our customer, with active support, and an agent get the call, and then on his pc it will have to open a link (url) for create a new support ticket.
i've already deployed a CFD app that, based on customer input, get the order from our ticket platform, if exist. I'm wondering if there is some way to tell 3cx client to open a link that must contain this order number.

I hope someones has an idea.
Thanks,
Irene

 

[edossantos]

Hello Irene,

There is no way to pass information from the CFD to the Web Client. But maybe you can do the following:
1) From the CFD app, you store the caller's number and the order number, in a database. Then you transfer the call to the queue or agent.
2) When the agent receives the call, you can configure the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables, to launch a web page passing the caller's number. You can point this to a page that you will need to create.
3) You create a web page, that will receive the caller's number, and will go to the database and get the order number back. Then this page can redirect the browser to the appropiate URL containing the order number.

This will work as long as you don't have many simultaneous calls from the same number.

 

[Irene]

Thanks Santos.
Maybe we'll try some kind of automatization developing required code for integrate the system. i'm still try to think on a solution.
i didn't like so much to have a third party db to mantain, but, your suggestion is a valid start point
Regards.
Irene

 

[VoIPTools]

That is very cleaver Ernesto. I wish I had thought of this. I'll use a variation of your idea in the future!