--- title: "Connect Your Phone System to GLPI, Atera or ConnectWise" date: "2026-10-08" author: "CX-Engine Team" excerpt: "For MSPs and IT service desks: identify the caller before picking up, log calls against the right client automatically, and find out what keeps your support line ringing." category: "Integration" order: 7 alternate_slug: integration-telephonie-glpi-atera-connectwise --- ## The Support Line Lives Outside the Ticketing Tool On an IT service desk, the ticketing or PSA tool is where the work is tracked. GLPI, Atera, ConnectWise: every request, every intervention, every client is in there. Except the phone calls. A user calls, a technician answers, searches for the caller by name, fixes the problem or promises to call back, and hangs up. Unless the technician takes the time to write it down, nothing in the ticket says the call happened, how long it lasted or who handled it. For an MSP that bills its time or reports to clients on service levels, that gap matters. For an internal IT department, it means nobody can say how much of the team's day goes to the phone. ## Know Who Is Calling Before You Pick Up CX-Engine's [CRM Middleware](/en/products/crm-middleware) sits between your 3CX or Yeastar PBX and your business tools. When a call comes in, it looks up the caller's number in your ticketing tool and returns the matching record to the phone system: - **Atera**: the contact is found by phone number, with the name of the client company it belongs to and a link to the contact in Atera - **ConnectWise**: the contact is matched on its phone numbers, with its company and a direct link to the record - **GLPI**: the user is matched on their phone, second phone or mobile number, with a link to their GLPI user record The technician sees who is calling and which client they belong to while the phone is still ringing, and is one click away from their history. No more "can you spell your name?" at the start of every call. ## Log Every Call Against the Right Client Identifying the caller is half the job. The other half is keeping a record once the call ends. **ConnectWise**: each call is logged as an activity of type *Call*, linked to the contact and assigned to the technician who answered (matched by email, with a default owner as a fallback). Unanswered calls are logged with a *Not Answered* status, so missed calls show up in the client's history too. **GLPI**: when the call carries a ticket reference, passed through a [call context token](/en/docs/middleware-crm/configure-middleware), the call is added to that ticket as a private task, attributed to the technician. The task records the numbers, start and end times and duration, and, when [Insights AI](/en/products/insights-ai) is enabled, the call summary, the sentiment and links to the recording and the transcript. **Atera**: the connector currently covers caller identification. Call logging is not part of it yet. For anything else (an in-house tool, another PSA), the generic Webhook / REST connector works with any system that exposes an API. The [requirements page](/en/docs/middleware-crm/requirements) lists exactly what that API needs to offer. ## Measure the Support Line Like the Rest of Your Service Tickets have SLAs. The phone line usually has none, because nobody measures it. [Expert Statistics](/en/products/expert-statistics) computes the figures from every call that goes through the PBX: - **Answer rate per queue and per hour**: when do users give up before reaching a technician? - **Waiting times**: how long do callers wait, and how many hang up during the welcome message? - **Agent presence**: how much time each technician spends available, away or connected to the support queue - **Repeat callers**: who called two times or more over the period. A user who calls three times in a week about the same thing usually has an issue that was never resolved. Reports arrive by email every Monday, and alerts fire when a threshold is crossed: too many missed calls, a wait that runs too long. ## Find Out What Generates the Calls Volumes say how busy the line is. They don't say why it rings. Insights AI transcribes and analyzes each call, and files it under **subjects** that you define, nested as deep as you need: `Workstations > Printers > Drivers`, `Network > VPN`, `Accounts > Password reset`. With that in place, a service desk manager can answer questions that usually take a week of guesswork: - Which subjects bring the most calls, and which ones cause the most frustration? - Which calls were not resolved on the first contact? - What do users complain about when they call back? You can ask these questions in plain language to the assistant built into CX-Engine, or from your own AI assistant such as Claude. The answers often point to something fixable: a password reset procedure that should be self-service, a recurring VPN issue, a client whose fleet needs attention. Each one of them is a stream of calls you no longer have to take. ## For MSPs Who Also Sell Telephony Many MSPs already install and maintain 3CX or Yeastar systems for their clients. The integration above works for your own service desk, and it is also something you can offer them: the same caller identification, call logging and support line statistics, connected to the tools they already use. CX-Engine is sold through resellers, with 30% recurring margin, and requires no development or hosting on your side. If you already manage your clients' phone systems, it fits into a relationship you already have. [Request a demo →](/en/contact?audience=end_user) or [join the partner programme →](/en/contact?audience=reseller)