--- title: "MCP for 3CX: Ask Your Phone System Questions from Claude or Cursor" seo_title: "MCP for 3CX: Query Your Phone System from Claude or Cursor" seo_description: "Connect Claude or Cursor to your 3CX phone system with the Insights AI MCP server: lost calls, queues, reasons for calling, call ids cited." date: "2026-10-16" author: "CX-Engine Team" excerpt: "Queues, lost calls, IVR, reasons for calling: with the Insights AI MCP server, your AI assistant answers questions about your 3CX phone system, with figures and call ids to back every answer." category: "AI" order: 9 alternate_slug: mcp-3cx-interroger-votre-telephonie --- ## Your 3CX Knows Everything, If You Know Where to Look A 3CX phone system records every call: the number dialled, the path through the IVR, the queue, the extensions that rang, who picked up, how long the caller waited. All the answers are there. Getting them still means opening the right report, picking the right period, exporting, cross-checking with another report, and often asking the one person who knows how. The **MCP** (*Model Context Protocol*) changes how you get to them. It is the open standard that lets an AI assistant (Claude) or a developer tool (Claude Code, Cursor) use external tools. With the [Insights AI](/en/products/insights-ai) MCP server, your assistant queries and analyses the calls on your 3CX directly. You ask the question in plain language, it fetches the figures and the calls, and it answers. ## What Your Assistant Sees of Your 3CX The assistant combines two sources. [Expert Statistics](/en/products/expert-statistics) gives it the figures for every call on the 3CX: queues, agents, wait times, dialled numbers. Insights AI gives it the content of the calls analysed: reasons for calling, sentiment, quality audits, transcripts. The first answer "how many", the second answer "why". Every answer states where the figures come from and cites the ids of the calls used, so you can always check. The full list of tools is in [Ask Claude About Your Phone Calls](/en/blog/ask-claude-about-your-phone-calls). ## Reading a Call's Path Through 3CX On a 3CX, an inbound call follows a path: the number dialled, the IVR, the queue, the extensions that ring, then an agent or voicemail. The call log keeps that path for every call, and that is what makes questions to the assistant useful. Each step can explain a lost call. ![An inbound call's path through 3CX: number dialled, IVR, queue, extensions, agent. The call can be lost in the IVR, in the queue or on the extensions, and end on voicemail.](/images/blog/3cx-call-path.svg) - **Before the queue**: the caller hangs up during the greeting or in the IVR. The call never reaches a queue, so you have to look for it outside the queue reports. - **In the queue**: the caller waits, then hangs up. The wait time and the time of day tell you whether it is a volume problem or a staffing one. - **On the extensions**: several extensions ring, nobody picks up. Agent presence shows who was logged into the queue at that moment. - **At voicemail**: the call ends on a voice message. The question is whether anyone called back. A dashboard shows these steps one at a time. The assistant can tie them together in a single answer, call by call or over a period. For more on which figures to track, read [Beyond the Abandonment Rate](/en/blog/beyond-the-abandonment-rate). ## Five Questions a 3CX Manager Asks Every Week ### "How many calls did we lose on the Support queue last week, and at what time?" The assistant fetches the queue report for the period and its hourly breakdown. You see straight away whether the losses cluster in one time slot. ### "Did we have enough agents logged into the queue on Tuesday morning?" It cross-checks the lost calls with agent presence over the same slot. The answer shows whether the problem is call volume or staffing. ### "What happened with the call from +33 6 12 34 56 78 yesterday around 10 am?" It finds the call in the log and traces its path through the 3CX: the IVR, the queue, the extensions that rang, who picked up and after how long. If the call was analysed, it also opens the transcript. ### "Why are customers calling the sales number this month?" It filters the calls that came in on that number, then reads their analyses to pull out the most frequent reasons, with a few example calls. ### "Who keeps calling back without getting an answer?" It lists the callers who called back several times, with the outcome of each attempt. That is often the list of customers to call back first. In Claude Code or Cursor, the assistant can then turn the answer into a CSV, a chart or a summary to send to the team. ## Setup and Security Nothing changes on your 3CX: no new extension, no change to your call flows. 3CX also offers its own MCP server since V20 Update 10, which gives access to PBX data and administration. The Insights AI one focuses on call analysis: detailed statistics, reasons for calling, sentiment, quality audits and transcripts. If CX-Engine is already connected to your phone system, you create an access token in CX-Engine and add it as a connector in Claude, Claude Code or Cursor. The steps are in [Connect your assistant (MCP)](/en/docs/insights-ai/connect-your-ai). Access is read-only and each token only reaches one 3CX. It can be disabled or revoked at any time. The information needed for the answer is sent to the assistant you use: a point to check against your internal policy. ## No AI Assistant in the Team? The same questions can be asked directly in CX-Engine. The assistant built into Insights AI relies on the same data and cites the calls concerned. On the statistics side, the [Expert Statistics assistant](/en/docs/expert-statistics/ai-features) answers in plain language with charts and tables, and links to the matching statistics page.