Retrieve Agent Name instead of Extension Number (Hubspot native integration)

[AdrianWallace]

Hi

I have done some hunting around, and I can't see a way to pull the Agent Name instead of Agent Extension into the event dialogue using the Hubspot 3CX integration.
Are you able to access Agent Name from the API? I can only find reference to [Agent] variable which is the extension number.
Extension number is effectively useless from a historical perspective.

Do all CRM integrations have this problem?
Has anyone been able to implement a secondary lookup to retrieve the Agent Name?

 

[edossantos]

Hello @AdrianWallace,

From the 3CX side, we only have the extension number. There is no way to get the name of the agent associated to that extension from the template.

In other CRMs, the Call Journaling feature works querying the CRM user associated to this extension, and assigning it to the call. So the call activity is created and bound to the calling contact, and the agent that receives the call. In the case of HubSpot, there is no API from HubSpot to retrieve the user ID based on the extension number, so we can't do this, and we can only set the agent's extension.

Kind regards.