Outbound Calls via Salesforce Cases?

Discussion in 'CRM / Helpdesk / App Integration' started by mrpeters, Jun 28, 2017.

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  1. mrpeters

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    Hi all!

    I've been reading through the great document on Salesforce integration provided here but have encountered something that is not covered, but could be really handy.

    Has anyone discovered a way to add a "Call via 3CX" link on a Salesforce "Case" page? The contact phone for the customer is displayed on the case, but the awesome ability to click to call, and the bonus have it log a call activity isn't available here as it is on Accounts, Contacts, and Leads.

    Just curious to see if anyone has found a workaround for this, or if there might be a way to request this feature in a future release.

    Thanks!
     
    #1 mrpeters, Jun 28, 2017
    Last edited: Jun 28, 2017
  2. Andreas Paradisiotis

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    Hello mrpeters

    You can use 3CX click2call for this. https://www.3cx.com/phone-system/click-to-call/

    Also you can create a custom field in cases and specifically you need a Formula(text) field. If you have a Salesforce plugin installed on your 3cx client then you can get the same idea from contacts on the field Call_via_3CX_Phone__c.

    formula examples:

    With link
    -HYPERLINK("tcxcallto:"&Phone,Phone)

    With http request
    -HYPERLINK("http://localhost:47280/SalesforceAPI.aspx?UserAccount="& $User.Username &"&Destination="&MobilePhone&"&ContactId="&Id,"Click here to call this contact with 3CX (MobilePhone)")
    ***You need to have the salesforce plugin installed to make this request

    Thanks
     
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  3. mrpeters

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    Thank you Andreas! That's exactly what I needed to know. Just was looking to confirm that the Call_via_3CX_phone__c API call would work on pages outside of Contacts, Accounts, and Leads.

    Greatly appreciated!
     
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