Zammad and 3CX Integration Template

Contact lookup and automatic ticket creation in Zammad from 3cx

Requirements

This template works on 3cx 16.x. It won't work on 15.x.

Setup

On Zammad

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.

On 3cx

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.

General 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 call journaling

Enable this flag to generate tickets on Zammad from 3cx calls.

• Queue Name: ?

Enable Contact Creation

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

Notes

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