Phone dialling from Legacy CRM application

[Andybfd]

Current system:
In-house developed CRM Non Web capable application written in VB5 currently integrated into Mitel phone system which has monitoring application. When phone number is clicked on in the CRM application it writes the number in a txt file adjacent to the users phone details which the Mitel application then dials the number on the users phone. Also links user to CRM data using CLI via same method.

Looking for API information/developer kit to enable the CRM to following features using 3cx.

1. Capture incoming call phone number for the user that answers. The user ID (extension) and incoming full phone number required. This is logged and subsequently picked up by our CRM.
2. Capture when the call has been finished/cleared. User needs to be identified. Again, this is logged and picked up by the CRM.
3. Transfer the call to another USER. Again this would be logged and picked up by the CRM.
4. Call external and internal via our internal applications. Logged by the CRM(s).
5. Redirect incoming calls – cancel redirection.

Using web links isn't an option but need similar method to link into this CRM.

 

[Evolute IT]

You will want to use the TAPI integration.

 

[edossantos]

Unfortunately there is no API to monitor all those events.

 

[VoIPTools]

There are a number of approaches you can take to be able to do all of this. I will list some partial solutions and then a complete solution.

To capture when a phone call is received, 3CX Phone for Windows can be configured to call an application and pass in the caller ID number and name as parameters. See: Advanced Settings --> Behavior --> External Application.

To capture when a call is terminated, you could use a 3CX Phone for Windows plugin. Unfortunately, while the plugin feature still works, the documentation has been withdrawn. But it is still possible if you know how to build a plugin.

The problem with both of these options is the dependency on 3CX Phone for Windows. 3CX says that they will continue to support and enhance 3CX Phone "into the future" but why then did they withdraw the plugin documentation? Withdrawing all the 3CX sponsored plugins also gives me pause. We are left with the question of whether ALL the features of 3CX Phone will be supported into the future.

The next option, that solves all your needs is the 3CX Call Control API. This API allows you to subscribe to all events, as well and provides commands for call control: MakeCall, DropCall, Transfer, etc. Unfortunately, the documentation for this API has also been withdrawn. The good news is that this may be because 3CX has recently announced a new REST API and Gateway service to be released with 3CX V18. What will be possible with these tools has not been released, but my assumption is that they, together, will take the place of the 3CX Call Control API (or be another option). The gateway service is intended to help with 3CX integrations, but we don't know anything more than that at this time.

Several years ago we built our own REST API that is (in part) a wrapper around the 3CX Call Control API. However, we do far more than just what the Call Control API can do. We also have a SignalR API (websockets under the covers) for subscribing to all 3CX events.

As we get access to the new 3CX sponsored REST API and Gateway Service, we may leverage some of these tools, or continue to use the 3CX Call Control API if that exists, or use some combination of all the available APIs. We will have to wait and see what 3CX provides through the new services announced for 3CX version 18. However, I saw a post yesterday that these features may be delayed until Update 1 or 2 after the release of V18.