Use callid in XML CRM integration

[A Valenti]

Good morning,

by using the Call Control API, I’m able to successfully make outbound calls by invoking MAKECALL. As a response, I also receive the callid. I would like to retrieve the same parameter in the XML file used for the CRM integration.
This way, when the call is terminated, I can receive the information—using the “ReportCall” scenario—that the specific call was successfully completed.
However, I couldn’t find any reference to the callid in the XML file documentation.
Do you have any solutions to propose for this requirement?

 

[Evolute IT]

There's no Call ID available in the CRM integration. Also, the ID returned by the Call Control is not reliable.

 

[A Valenti]

There's no Call ID available in the CRM integration. Also, the ID returned by the Call Control is not reliable.

Thank you, always responsive and courteous. What approach would you use to ensure that, at the end of a call initiated from an external CRM using Make Call, an API is triggered to notify the CRM that the same call (i.e., the call ID) has ended? Do you think it would be possible, with a project developed in CFD, to intercept this type of event and provide the call ID?

 

[Evolute IT]

Thank you, always responsive and courteous. What approach would you use to ensure that, at the end of a call initiated from an external CRM using Make Call, an API is triggered to notify the CRM that the same call (i.e., the call ID) has ended? Do you think it would be possible, with a project developed in CFD, to intercept this type of event and provide the call ID?

Best way is:
- when triggering the makecall, your external app stores a row with like "phone number = 5551234567, trigger_type = makecall, otherReferenceCrmId = 123456".
- upon CallReport, get CallDirection. If outbound, check that same table for a makecall reference based on the phone number, get the ref needed and delete the row.
- store the call data wherever needed with that reference.

That's the best way. You can also try to attach CRM call data but that can cause issues with the actual CRM integration.

 

[KyriacosS_3CX]

- when triggering the makecall, your external app stores a row with like "phone number = 5551234567, trigger_type = makecall, otherReferenceCrmId = 123456".

I would suggest (if both servers keep reliable time) to add a the Call Start time in the row, so you can tell different calls to the same destination appart in case you happen to call one number more than once within the interval it takes to get and process the call report.
https://www.3cx.com/docs/crm-template-xml-description/#h.vcivldjsa1lz
Lots of different options to get a time format that can help make the lookup more accurate, although I expect there should be a few seconds of fuzziness for this.

Best,
K