The CRM API is designed to allow customers and developers to easily integrate 3CX PhoneSystem V.8 for Windows with CRM applications.
Essentially using this API you can do the following:
Launch calls from your application
Get notifications about the duration of a call
Get notifications about inbound calls and pop up customer records based on Caller ID
The API is built in to 3CX Assistant and as such requires 3CX Assistant to be installed on the machine on which you wish to use the CRM API.
Communication between 3CX Assistant and your application is done by launching an executable with various options. These are documented below.
Inbound Call notification
Command line syntax that the 3CX Assistant client uses to call the CRM executable for call notification is the following:
<crm program>.exe /N:NotificationType [/C:CallerId] [/T:CallType] /I:CallId
where <crm program> .exe is the full path to your application.
This path has to be configured in the 3CX Assistant by going to File / Preferences / Options and enable ‘Call CRM Executable’ specifying the path in the text box.
NotificationTypes:
- S = Call Started
- C = Call Connected
- E = Call Ended
CallType:I = Inbound Call
CallerId is mandatory when NotificationType=Call Started
CallType is mandatory when NotificationType=Call Connected or Call Ended
For inbound calls, the 3CX Assistant would launch the executable 2 or 3 times:
1) When the inbound call arrives: <crm program>.exe /N:S /C:CallerId /T:I /I:CallId
Note: The CallId is the call identifier generated by the 3CX Phone System.
2) When the inbound call is answered (optional): <crm program>.exe /N:C /T:I /I:CallId
Note: The Callid is the same that was informed upon arrival of the inbound call.
3) When the inbound call is terminated both if answered or not answered:
<crm program>.exe /N:E /T:I /I:CallId
Note: The CallId is identical to the string that was received from the telco.
Outbound Calls Notification
To make outgoing calls, the 3CX Assistant must be called by command line to instruct the PBX to make a call on behalf of the currently logged in extension as follows:
To call a number 12345678: tcx.assistant.client.exe -cmd makecall:12345678
Notes:
“makecall:” is case-sensitive and should be lower-case.
The assistant client must be open or else an error message will be displayed.
This works only on non-free versions.
This will instruct the PBX to dial the registered SIP phone and then connect the phone to the number specified. The user will hear ‘Your call is being transferred’.
Outbound Call Notification
3CX Assistant will notify the CRM application on the result of the outbound call as follows:
1) When the outbound call is dialing: <crm program>.exe /N:S /T:O /I:CallId
Note: The CallId is the call identifier or number dialed generated by the 3CX Phone System.
2) When the outbound call is answered (optional): <crm program>.exe /N:C /T:O /I:CallId
Note: The CallId is the same that was informed in the outbound call dialing status.
3) When the outbound call is terminated (answered or not) <crm program>.exe /N:E /T:O /I:CallId
Note: The CallId is the same that was informed in the outbound call dialing status.