Real Time Call Reporting / Journaling

[superralle]

Hello Everyone,

I'm trying to integrate a servicedesk application with 3CX. Unfortunately I hit a bit of a roadblock because of what seems to be limitations in 3CX's CRM integration design, this may just me being too inexperienced with CRM template creation though.

As I understand it there's no way to get any more information before the call has ended than the external contact's number, is this correct? I tried to work around this by notifying the application during contact matching to get servicedesk agents some assistance during ticket creation but this leaves me with a lot of bad information in my application because I cannot determine call direction.

Getting the information into the servicedesk after a call with a ReportCall scenario is kinda useless as the agent would have already manually provided all the information. Am I missing something here?

Best Regards

 

[edossantos]

As I understand it there's no way to get any more information before the call has ended than the external contact's number, is this correct? I tried to work around this by notifying the application during contact matching to get servicedesk agents some assistance during ticket creation but this leaves me with a lot of bad information in my application because I cannot determine call direction.

Yes, this is how it works. The contact lookup scenario is not the place to put this logic, as it might not even be invoked. Contact lookups are cached, so if you receive 2 calls in a 10 minutes time frame, the second call will not even trigger a contact lookup, it will be taken from cache, so you might be losing calls if you create the call journal from here.

The place to do it is in the ReportCall scenario. That's a scenario that is invoked when the call ends, as that's when we have all the information to create the call journaling.

Kind regards.

 

[superralle]

Thanks for your response, that makes it much clearer.

I think CRM integration is not the right tool for the job, I'll look at other possibilites.

Best Regards