Salesforce Server-Side Integration with Call Journals

[conradit]

Hello,

There are mixed and conflicting information available on the web about the integration of 3CX with Salesforce, using the server-side integration, and its capabilities to sync the call journals with Salesforce.

The server-side integration, from what I can tell, is only available so that the contacts created within Salesforce get pushed to 3CX's "Contacts" but there is no confirmation on whether with the server-side integration there call journals will get synced.

Furthermore, technically speaking, it wouldn't be possible to sync the call journals because there is no way for 3CX to differentiate between the different Salesforce users so even it were possible to sync the call journals, there would be no way for the call journals to be associated with the different Salesforce employees.

From what I've read so far, this used to be possible using the client-side integration, which has been disabled as it's being replaced by the server-side integration.

Thus my questions to 3CX are:

a. Will it ever be possible to use the server-side integration to sync call journals?
b. If yes, will it ever be possible to create the server-side integration in a way that Salesforce will be able to identify which of its users were responsible for which of the call entries?
c. Is there something that can be done now for the call journals to be synced to Salesforce so that there is some sort of solution to sync the call logs?

Please help!

 

[edossantos]

Hello @conradit,

a. Will it ever be possible to use the server-side integration to sync call journals?

Yes, this will be available in v16.

b. If yes, will it ever be possible to create the server-side integration in a way that Salesforce will be able to identify which of its users were responsible for which of the call entries?

Yes, this will be possible when we implement call journaling in v16.

c. Is there something that can be done now for the call journals to be synced to Salesforce so that there is some sort of solution to sync the call logs?

Only using the old client side plugin, but you need to get it from an old 3CX installation.

 

[conradit]

Thank you!

When will version 16 be out?

If I get the old installation, would it work on Mac clients, or the client-side integration with Salesforce only worked for Windows clients?

 

[edossantos]

There are no fixed ETAs, but expect it during Q4.

The client side integration only works on Windows. That's one of the problems that solves the server side approach, which uses the browser and can be used from any operating system...

 

[conradit]

Thanks. How will it be possible for the server-side integration to identify which Salesforce users are responsible for which calls? Will there be an option within the server-side integration that will allow us to include some sort of unique identifier for each of the Salesforce users? Or will this be done in some other way?

 

[edossantos]

You will need to specify the 3CX extension for each user. Then, 3CX knows which extension received the call, and will be able to lookup the user associated to that extension, in order to create the call activity later.

 

[conradit]

Cool, when it is made available within version 16, will it be initially released in Beta phase, or will it have been fully tested? I ask because timing on this is crucial. I can have the company wait a few months for this but if when it's released, it's in Beta phase, I will need to let them know that there will be an additional delay. What do you think?

 

[edossantos]

I think that this should be fully released from day 1. But can't tell for sure...