An agent that transfers calls in your 3CX
Ipster looks up the right colleague or department in your 3CX, checks presence and transfers the call to a person or a queue. Your own PBX simply stays in use.
Ipster and 3CX, directly connected
The actions the agent performs in 3CX
You choose which actions the agent may use. This works for phone calls.
Look up destinations
The agent fetches the colleagues and the departments or queues from 3CX and finds the destination the caller mentions. If there are several matches, it asks first.
Check presence
Before transferring, the agent reads the colleague's current status in 3CX.
Transfer to a colleague
If the colleague is available, the agent transfers the caller straight away, without another confirmation question.
Transfer to a queue
The agent can transfer directly to a department or queue, without a presence check. It uses the queue's fixed number when that is known.
Consult queues
The agent can ask for an overview of the queues in 3CX.
Fetch recordings
The agent can fetch earlier call recordings from 3CX, optionally for a period or a colleague.
From call to the right department
- 1
Your customer calls
Ipster answers and hears what the caller needs.
- 2
The agent finds the destination
It looks up the colleague or department in 3CX, for example Helpdesk or Sales.
- 3
The status checks out
For a colleague, the agent checks in 3CX whether they are available.
- 4
The call goes through
The caller is transferred to the colleague or the queue. If nobody is available, the agent offers an alternative.
What the caller and your team notice
Caller · By Ipster
Hears a ringtone while it rings
Queue · By Ipster
A department is a destination too
Colleague · By Ipster
Answers and is connected at once
You stay in control
Choose the actions
Switch each action on or off, from looking up destinations and viewing queues to fetching recordings and transferring calls.
Decide who and what is reachable
Choose which 3CX statuses count as reachable and untick destinations the agent may not transfer to.
Set up the transfer
Choose whether your colleague sees the agent's number or the original caller's number. If you like, the recording and the transcript carry on after the transfer.
Connected in three steps
Create an API client
In the 3CX Admin Console, under Integrations and then API, create a new client app. The Client ID is the DN of the route point, and tick the Configuration scope.
Connect 3CX
Enter the address of your PBX, the Client ID and the Client secret, and click Test connection. You immediately see which permissions are still missing.
Choose the actions
Fetch your colleagues and queues, decide what the agent may do and tell it in the prompt when to use it.
The API client needs the Configuration API and a role with admin rights, for example System Admin. If the client belongs to a department, it only sees the users and queues of that department.
Ipster also works with
Frequently asked questions
About the 3CX integration
Let your agent work with 3CX
Book a demo and see how Ipster looks up the right colleague or queue, checks presence and transfers the call.
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