CRM AND ERP INTEGRATION
A universal module for your CRM, ERP or accounting system — 3CX Cloud LT
Integration means telephony and your business system stop being two separate windows: call data travels into the CRM or ERP, and commands travel back from those systems to telephony. The agent works where they always work and retypes nothing by hand. Below is what travels through that link, what can be controlled and how the work starts.
How does the universal integration module work?
Instead of a separate integration for every system, one module is used and fitted to your CRM or ERP. Through it your system receives call events and call history, and the recording can be downloaded.
The link runs both ways: telephony reports what is happening with the call, and your system can send commands — start a call, transfer it or end it. So there is no waiting for a separate integration for your particular software.
One module
The same link is fitted to different CRM, ERP and accounting systems.
Two-way link
Events travel to your system, commands back to telephony.
REST Full API
HTTPS, JSON and Bearer authentication; events are passed through webhooks.
Scope depends on the system
How much data can be linked depends on what that system exposes through its own API.
What does the agent see and do on the card?
An incoming call is linked to the customer record automatically, and the card appears on screen before the phone is picked up. An outgoing call starts from that same card, and the conversation is controlled without leaving the window.
Who is calling
The card opens by number — the agent sees the customer, their history and contacts.
A call in one click
An outgoing call is initiated from the card with a single API request.
Control during the call
Answer, transfer, hold and end.
Displayed number
You can set which external number (CallerID) the customer sees.
Which call events does your system receive?
Every stage of the call is passed as a separate event through webhooks — the data arrives at once rather than on a polling schedule. Active call and agent status information is available alongside it.
Incoming calls
Events about the call from its start to its end.
Outgoing calls
The same events for calls started from your system.
Active calls
See which conversations are running right now.
Agent statuses
Busy, available or another status — visible in real time.
How do the call history and recording reach the CRM?
When the call ends it is logged on the customer card: direction, duration and participants. A link to the recording is passed along, and the recording itself can be downloaded — no searching in the phone system.
Calls are logged
Every conversation is written into the customer history automatically.
Call recording
The recording is reachable from the card and downloaded over the same API.
Everything in one place
Calls, SMS and messaging are visible on the same customer.
SMS the same way
Messages are sent and received over the same API as calls.
Which systems do you connect to?
Below are the systems we work with most often. If your system is not on the list, the integration is built on its API, and the scope depends on what that system exposes.
CRM systems
amoCRM, Bitrix24, HubSpot, Salesforce, Zoho, Zendesk, Freshdesk, Freshsales, Nutshell, Vtiger, ConnectWise.
ERP and accounting
1C, Datev, Microsoft Dynamics 365 and other business management systems.
Microsoft environment
Microsoft Office 365, Outlook and MS Exchange.
Databases
PostgreSQL, MySQL, MariaDB, MS SQL Server, Oracle, MongoDB, Redis.
How does the work start?
First we find out which system you are connecting and what data is needed from it — only then is it clear what can really be linked. The scope and sequence of the work are set out in the contract.
We discuss your case
Which system, which data and which actions have to be reachable.
API access
You receive REST API access: HTTPS, JSON and Bearer authentication.
The module is fitted
The module is matched to your system’s fields and actions.
Testing and go-live
Operation is checked with real calls before it is handed to the team.
Frequently asked questions
How does the universal module differ from a separate integration?
A separate integration is written for one particular application, while the universal module is fitted to the system you already use. So there is no waiting for an integration built for your CRM or ERP.
What call data does your system receive?
Incoming and outgoing call events, active call information and agent statuses. When the call ends, the call history is passed with a link to the recording.
Can the call recording be downloaded?
Yes. The recording is reachable from the customer card and downloaded over the same REST API — no searching in the phone system.
Can a call be made straight from the customer card?
Yes. An outgoing call is initiated with a single API request, and the call can be answered, transferred, held and ended the same way. The displayed external number can be set as well.
Which systems do you connect to?
amoCRM, Bitrix24, HubSpot, Salesforce, Zoho, Zendesk, Freshdesk, Freshsales, Nutshell, Vtiger, ConnectWise, 1C, Datev, Microsoft Dynamics 365, Office 365, Outlook, MS Exchange and databases: PostgreSQL, MySQL, MariaDB, MS SQL Server, Oracle, MongoDB, Redis.
What if our system is not on the list?
The integration is built on that system’s API. The scope depends on what the system exposes — so the first step is to agree which data and actions are needed.
What else runs on the same API
The same data is used in these 3CX Cloud LT solutions.
Let’s look at your system
Write to us which CRM or ERP you use and what data you need from it — we will tell you what can really be linked to 3CX Cloud LT.
