SF - 3cx Phone Utility Bar

[sara.colucci1993]

Good morning,

our client bought salesforce and he wants to integrate 3cx with crm. We already installed the connector beetween salesforce and 3cx. The article's reference is --> https://www.3cx.com/docs/salesforce-crm-integration/. Installation is ok. We created a connected app in SF and we are receiving correctly outbound call at the end of the call. But our customer wants to have the possibility to use the phone interface in the utility bar so that when an operator receives a call automatically the softphone appears in crm .When 3cx was installed locally , the definition file xml was inserted in Salesforce and in this way we were able to configure softlayout(phone bar). But now ( with cloud 3cx) it seems that is no longer possible.

Could you confirm that 3cx , in the cloud version, no longer provides the use of the xml definition file?

 

[AWS2P]

do you mean hosted by 3CX or self hosted cloud?
if it's hosted 3CX then there is some limitations you don't have when self hosted or on premise

 

[sara.colucci1993]

Hi @aws2p ,
thanks for your response. Our client has cloud version(self hosted) . We would to know if it's possible to configure the phone utility bar to handle calls directly from salesforce.

 

[AWS2P]

Sorry i can't help further, my point was only to let you know if it was 3cx hosted as there's some limitation you don't have on other way of install.
Hope someone else will answer your asking or 3CX staff

 

[edossantos]

Hello @sara.colucci1993,

I'm not sure what you mean by the "xml definition file", the integration we provide doesn't work with the embedded softphone in the Salesforce page. You need to use the 3CX Web Client or Desktop App in order to use the integration, this way you will see the contact name for inbound and outbound calls, and calls will be logged in the CRM. But the Salesforce UI is not affected in any way by our integration.

Maybe you were using something provided by a third party?

The official integration between 3CX and Salesforce works with 3CX on-premise, self hosted, or hosted by 3CX. Only 3CX Start UP is not supported, everything else is.

 

[sara.colucci1993]

Hello @edossantos ,
thank you. Take a look here--->

Call center definition file is necessary to configure the softlayout ( phone bar in sf) But if 3cx for our client is in cloud there is a problem because the adapter's installation directory doesn't exists. However the integration is ok but the operator can't have the benefit of interface directly in SF.

 

[Evolute IT]

Can you upload your XML file that you used before here?

 

[edossantos]

Call center definition file is necessary to configure the softlayout ( phone bar in sf) But if 3cx for our client is in cloud there is a problem because the adapter's installation directory doesn't exists. However the integration is ok but the operator can't have the benefit of interface directly in SF.

This is not part of our integration.

 

[sara.colucci1993]

This is not part of our integration.

Ok. Thanks for your time