Report call when the call is answered

[mguarienti]

Hi all,

I have a problem here. I'm integrating with CRM Movidesk. There is no specific template, so I used the template generator and I'm making the changes. The integration is happening, the lookup is performed and the CreateContactRecord also works. In the tests with ReportCall, I was able to open the ticket in Movidesk without any major problems. However, I would like to use the report call so that it opens the ticket when the call is answered and performs the closing when the call is ended. Currently, the ReportCall scenario runs only when the call is ended. Is it possible to include some other scenario that, after the customer's lookup, creates the ticket when the call starts? If that is not the best way, is there another one?

 

[edossantos]

Unfortunately you can't do that. Call journaling happens when the call ends. And the contact lookup is not something you can rely on, because it might be skipped if the contact details are in cache, so not all calls would be registered if you go that way.

Something you can try is, instead of using the CRM template, launch an URL from the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables. From there you can invoke an URL when your agent answers the call, which can contain the caller's number as part of it. This way, if Movidesk provides an URL to create a ticket based on the caller's number, you can use this approach.

 

[mguarienti]

Thanks to help!

I cannot open a ticket using only CallerNumber. To open a ticket on Movidesk I need the ContactID informed by CRM. This ID can only be obtained by doing a Client Lookup by passing the CallerNumber as a parameter and returning the ContactID. Would it work using an external php script that would do this search, return the ContactID and open the ticket? In that case the URL would be something like http://example.com/search?phoneNumber=%CallerNumber%

 

[Evolute IT]

Thanks to help!

I cannot open a ticket using only CallerNumber. To open a ticket on Movidesk I need the ContactID informed by CRM. This ID can only be obtained by doing a Client Lookup by passing the CallerNumber as a parameter and returning the ContactID. Would it work using an external php script that would do this search, return the ContactID and open the ticket? In that case the URL would be something like http://example.com/search?phoneNumber=%CallerNumber%

Yes and no. If you do that, you will get 1000 times the same contact if they call. 3CX uses the Contact URL as "key" for updating contact infos in the phonebook. So, while it would work, you still need to send the original contact URL to not get duplication.

 

[edossantos]

Also, the contact lookup might be skipped if you get a second call from the same number in less than 10 minutes. In that case the contact details are taken from cache, and you will not be notified.

 

[mguarienti]

Ok. And is there a way to force Client Lookup? Or not to cache the data?

I am currently testing this way:

Unfortunately you can't do that. Call journaling happens when the call ends. And the contact lookup is not something you can rely on, because it might be skipped if the contact details are in cache, so not all calls would be registered if you go that way.

Something you can try is, instead of using the CRM template, launch an URL from the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables. From there you can invoke an URL when your agent answers the call, which can contain the caller's number as part of it. This way, if Movidesk provides an URL to create a ticket based on the caller's number, you can use this approach.

 

[edossantos]

Ok. And is there a way to force Client Lookup? Or not to cache the data?

I am currently testing this way:

That's the other option you have. With this approach, you launch an URL containing the caller's number when your phone rings or accepts the call. You might need to create an intermediate page, which receives the caller's number, and then interacts with Movidesk to get the contact ID and create the ticket.

 

[Evolute IT]

We did an integration recently that sent an API request on call answer. It works but it's tricky and not 100% reliable.