3CX Integration with Native CRM System: CRM Template Generator

Starting with v15.5 SP2, a server CRM integration mechanism has appeared in the PBX 3CX. It allows you to transfer the incoming Caller ID to the CRM system and find the corresponding customer record in it. At the same time, 3CX receives the first and last name of the client from CRM, adds them to the corporate address book of the PBX, and displays it on the user's IP phone. The 3CX web client also shows this data and a button that allows you to go to the full client card directly in the CRM interface.

3CX out of the box comes with an extensive set of integration modules for popular CRM systems. However, each region and industry has its own popular systems, and it is impossible to provide support for each of them. Therefore, we went the other way - created a template generator in which any user with basic programming skills can create an integration template with the REST API of the selected CRM, and then install it on the PBX server.

The integration template defines authentication methods, authorization URLs, URLs, and contact data call methods. This template is used by the 3CX server engine to access CRM.

In this article, we will look at using the 3CX template generator to create an integration template with the new CRM system. For successful integration, the CRM system must have a RESTFul API with good documentation and support Basic or oAuth authentication modes.

CRM API Queries


Server CRM integration uses API calls in the form of URL links for three tasks:
Authentication, for example:

https://login.salesforce.com/services/oauth2/token

Finding a match for a contact, for example:

[Url]/services/data/v37.0/search/?q=FIND {[Number]} IN PHONE FIELDS RETURNING Contact(Id,FirstName,LastName,AssistantPhone,Fax, HomePhone, MobilePhone, OtherPhone, Phone, Email,AccountId)

Getting the name of the contact. Some CRM systems use a single URL for both the company name and the contact name. In this case, you need to configure individual URLs, for example:

[Url]/services/data/v37.0/query/?q=SELECT name from Account where Id = '[AccountId]'

Request Parameters


Parameters are used to transmit to CRM the necessary information that allows it to generate responses. For example, for CRM Salesforce they are described here . In the template generator, add the following parameters (right-click on Parameters - Add):

  • Name = ClientId, Title = Consumer Key:
  • Name = ClientSecret, Title = Consumer Secret:
  • Name = UserName, Title = Username:
  • Name = Password, Title = Password:
  • Name = SecurityToken, Title = Security Token:

Authentication


In the Scenarios section, create an authentication script (right-click> Add)


In the Rule Groups section, create a new Rule Group. Set its parameters:

  • Path = instance_url
  • Type = Any

In the Variables section, add the variables:

  • key = Url, Path = instance_url
  • key = AccessToken, Path = access_token

In the Outputs section, create:

  • Type = Bearer, Value = [AccessToken]

Go to the Authentication section and install:

  • Type = Scenario
  • Scenario = Auth (from the drop-down list).

Contact matching search


Under Scenarios> Add> Matching Scenario, set:

  • Request Type = Get
  • URL = [Url] /services/data/v37.0/search/?q=FIND {[Number]} IN PHONE FIELDS RETURNING Contact (Id, FirstName, LastName, AssistantPhone, Fax, HomePhone, MobilePhone, OtherPhone, Phone, Email , AccountId)

In the Rule Groups section, create a Rule Group with the parameters:

  • Path = searchRecords.Id, Type = Any

Add the variables and paths by which to search for contact fields, for example:

  • Key = Id, Path = searchRecords.Id
  • Key = Phone, Path = searchRecords.Phone
  • Key = OtherPhone, Path = searchRecords.OtherPhone
  • Key = MobilePhone, Path = searchRecords.MobilePhone
  • Key = HomePhone, Path = searchRecords.HomePhone
  • Key = Fax, Path = searchRecords.Fax
  • Key = FirstName, Path = searchRecords.FirstName
  • Key = LastName, Path = searchRecords.LastName
  • Key = Email, Path = searchRecords.Email
  • Key = AcccountId, Path = searchRecords.AccountId

Integration testing


To check the created template directly in the template generator, set the input parameter values. To do this, go to the Parameter Values ​​section and fill in the parameters with the necessary values.



Specify the phone number (Caller ID) from which the call will be emulated in the Number property (in the property editor).



After setting the parameters, right-click on the Parameter Values ​​section and select Run. A new section will appear under the Parameter Values ​​section (it will be given a name by the date and time of execution), in which the results of your CRM integration template will be visible. Selecting the Request / Response tab at the top, you can see the request and JSON response containing contact data from CRM.



The answer is presented in the form of a tree and from it you can see that the contacts are located on the path response.result.Contacts.row.FL. This is an array in which the values ​​of first name, last name, phone number, etc. are present.

Add variables with the values ​​we need. For example, to add a contact name, right-click on the content = 'Test' branch and select Add Variable. Change the variable name to FirstName (the default name is content).



In the CRM template tree, go to the Scenario section and right-click on the Outputs section. Add a new “answer”, change its type to ContactUrl and set the value that we need to get (that is, which we found above for the contact name).

If after this we run the integration template again, we will see that all the necessary contact fields were correctly filled in the received “answer” (Output tab).



Generating and installing an XML template file


After generating (saving) the XML file for the template, copy it to the appropriate folders on the 3CX server and restart the 3CX Management Console and System services.

  • 3CX for Windows c: \ ProgramData \ 3CX \ Instance1 \ Data \ Http \ Templates \ crm
  • 3CX for Linux: / var / lib / 3cxpbx / Instance1 / Data / Http / Templates / crm

Now the incoming call number will be sent to CRM to find a match. If a match is found, the 3CX web client will display the contact name and the button for switching to the full contact card in the CRM system interface.



Conclusion


In conclusion, we note that the possibilities of server integration will gradually expand. So, call logging is expected for the CRM system, i.e. saving the call history tied to the contact (in client CRM integration through the 3CX client for Windows, this feature is now available). If you have any questions about implementing your own integration, ask them in a special forum for developers . And if you think that your CRM system should be officially supported by 3CX, submit an application here and, quite possibly, the developers will include this CRM template in the next release.   

Also popular now: