Pass Custom Variable from CFD to CRM Integration [Need Help]

[syadmins]

Hi,

We got to know that CRM server side integration is triggered immediately when a call hit the system from outside. Now we are wondering if possible to pass a variable from the CFD/IVR script to the CRM integration script?

To be specific, we want to pass the CFD DID number or another IVR custom variable to differentiate the call sourcing from that IVR and perhaps include those variables in the CRM returned URL to filter responses from CRM integration based on that.

Appreciate the support here

 

[edossantos_sipcaller]

Hello @syadmins,

No, you can't do that with the CRM integration templates. You will need to use the 3CX APIs to achieve something like that.

 

[syadmins]

Hello @syadmins,

No, you can't do that with the CRM integration templates. You will need to use the 3CX APIs to achieve something like that.

How to do that through the API? Would you elaborate with guidance?

 

[edossantos_sipcaller]

Well, it depends on what you need to do... But overall, you need to use the Call Control API to receive call notifications, and run your code when an event that interests you happens. For example, you can wait for a call to be transferred from a CFD app to a queue, and when this happens you read data attached to the call (for example provided by the CFD app), and use that information to show details to the agent, or to invoke your CRM API. Please note that this can't be combined with a CRM template, because the information provided by this integration can't be changed later. And also, by following this approach, if you need call journaling, you will need to do it manually invoking the CRM API, because 3CX will not consider anything that doesn't come from the CRM template.

Here you have documentation on the Call Control API:

• REST API version: https://www.3cx.com/docs/call-control-api/
• .NET version: https://www.3cx.com/docs/call-api-linux/

 

[syadmins]

When a call is received, we want to pass the CFD DID to our CRM. As a result the agent popup URL that's returned from the CRM integration should include the CFD DID part of the contact URL as a parameter.

 

[Evolute IT]

We done it but the problem is when the call ends, that data is no longer linked to the call (since U6) so you need other ways, unless you don't need the report call.

 

[syadmins]

You mean journaling by (report call)? If so, we are not using this feature.

Would you share some details on how you made it work?

 

[Evolute IT]

You mean journaling by (report call)? If so, we are not using this feature.

Would you share some details on how you made it work?

You only need to set a custom popup URL with the DID in it? If so, DM me. We can help.

 

[edossantos_sipcaller]

You mean journaling by (report call)? If so, we are not using this feature.

Would you share some details on how you made it work?

If that's what you need, you might not need to use the Call Control API, a CFD app could be used instead. Contact @ConceptsWeb, he will be able to help.