Contact lookup and automatic ticket creation in Zammad from 3cx
This template works on 3cx 16.x. It won't work on 15.x.
First of all you need settings from Zammad. Log in with an administrator account (better the admin, so the token is bond to an user which
may leave your organization) and go to Profile > Token Access and create a new token with admin.user permission.
Then go to Admin > Integrations > CTI (generic), enable the feature and copy the url of the CTI Endpoint.
Go to Advanced > Contacts > Options and change the value of Match Caller ID's to a contact entry to Match exactly.
Then install the template by going to Settings > CRM Integration, and in the
Server Side tab click on '+Add' button and attach the zammad.xml file.
Then you will be taken to the integration configuration.
- Zammad CTI Endpoint URL: paste the url obtained above from Zammad
- Zammad URL: base url of your Zammad installation
- Zammad API Token: the token generated above with the admin user
Enable this flag to generate tickets on Zammad from 3cx calls.
- Queue Name: ?
Enable this flag to automatically create contacts on Zammad for unknown customers.
- New Contact First Name: the name to use for the contact. It may be a variable (FIXME explain how to find them out) or a fixed string
- New Contact Last Name: as above
For ReportCall event to work I had to make a callID using the incoming phone number and datetime obtained from HTTP Request from the following URL
http://worldclockapi.com/api/json/utc/now using this key currentDateTime.
Then this callID can be reproduced by concatonating the incoming phone number with the CallStartTimeUTC from 3CX in the hangup/ReportCall request
