Not sure how many people use 3CX for their phone systems, but our company utilizes the system and have recently adopted Pulseway as well. As a result, I have developed a plugin for 3CX Windows Client that opens a ticket as you pick up the phone from an incoming call. I have included the source code for reference if anyone else has a need for it.
Instructions:
Create a new project. Select C# Language and create a new “Windows Class Library” project.
Ensure that the project targets .NET Framework 4.5.1
Add a reference to the library “MyPhoneCRMIntegration.dll” installed with 3CXPhone for Windows (usually C:\ProgramData\3CXPhone for Windows\PhoneApp).
Rename Class1.cs to PulsewayTicketPlugin.cs and replace the code with the following:
using System;
using System.IO;
namespace _PulsewayTicketPlugin
{
[MyPhonePlugins.CRMPluginLoader]
public class PulsewayTicketPlugin
{
// Initialization of Variables
private static PulsewayTicketPlugin instance = null; // Holds the instance
private MyPhonePlugins.IMyPhoneCallHandler callHandler = null; // Holds the handler
private static MyPhonePlugins.CallState lastStatus = MyPhonePlugins.CallState.Undefined; // Holds the last relevant phone status
// Called upon loading 3CX Client
[MyPhonePlugins.CRMPluginInitializer]
public static void Loader(MyPhonePlugins.IMyPhoneCallHandler callHandler)
{
// Create a new instance of the plugin
instance = new PulsewayTicketPlugin(callHandler);
}
// Constructor for plugin, to add event handler
private PulsewayTicketPlugin(MyPhonePlugins.IMyPhoneCallHandler callHandler) {
this.callHandler = callHandler;
// As the status of the call changes, process the changes
callHandler.OnCallStatusChanged += new MyPhonePlugins.CallInfoHandler(callHandler_OnCallStatusChanged);
}
// Processes the status of the call
private void callHandler_OnCallStatusChanged(object sender, MyPhonePlugins.CallStatus callInfo)
{
// Process the current state
// - If it is ringing, a call is incoming, so we want to monitor it
// - If it has ended, no longer need to monitor it (happens when we end it or someone else picks it up)
// - Don't process other cases, not necessary
switch (callInfo.State)
{
case MyPhonePlugins.CallState.Ended: { lastStatus = MyPhonePlugins.CallState.Undefined; break; };
case MyPhonePlugins.CallState.Ringing: { lastStatus = MyPhonePlugins.CallState.Ringing; break; };
default: { break; };
}
// If the phone was ringing and we picked it up, open a new ticket
if (lastStatus == MyPhonePlugins.CallState.Ringing && callInfo.State == MyPhonePlugins.CallState.Connected)
{
// Windows will automatically use the default application used to open URL's
System.Diagnostics.Process.Start("https://psa.pulseway.com/MSP/TicketEdit.aspx");
}
}
}
}
Build the DLL and place it into the 3CX Phone Directory (C:\ProgramData\3CXPhone for Windows\PhoneApp).
Edit the 3CX Phone Configuration file (C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.user.config) and add the following:
<add key="CRMPlugin" value="CallNotifier,3CXPhoneTapiPlugin,PulsewayTicketPlugin"/>
Reload your 3CX Windows Client and it should work with the next incoming call!
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