General Configuration

The middleware configuration is located in the CRM Connector > Settings menu.

Features are enabled in two steps:

1. Enable the feature at the general level — toggle on the desired feature (Contact Lookup, Call Logging, Call Data Enrichment)
2. Select the integrations — under each enabled feature, check the integrations you want it to apply to

Available features:

• Contact Lookup — screen pop: identifies the calling contact in your CRM on inbound and outbound calls
• Call Logging — automatically logs calls to your CRM
• Call Data Enrichment — retrieves additional data from the PBX (requires a PBX association): direct line dialed, call segments, audio recordings, etc. Required for AI services.
• 3CX Template — download the 3CX CRM connector template

Contact Lookup Priority

When contact lookup is enabled for multiple integrations or CRM tables, CX-Engine queries them in the defined order. The first integration to return a match is used; remaining integrations are not queried.

The lookup order is configured per integration in its Configure settings (see Integration-Specific Settings below). Within each integration, you can add and reorder the CRM tables to search.

If no match is found across all configured lookups, the call is processed without contact data.

Available Fields

CX-Engine exposes a set of predefined fields for each data domain. These fields are used when configuring call logging field mappings, filter rules for Dynamic Contact URLs, and lookup rules.

Fields marked Requires PBX are only populated when call data enrichment is enabled.

Contact Fields

Field name	Label	Type	Filterable
id	ID	Text	Yes
civility	Civility	Text	Yes
first_name	First name	Text	Yes
last_name	Last name	Text	Yes
email	Email	Text	Yes
company	Company	Text	Yes
website	Website	Text	Yes
phone_business_1	Phone business 1	Text	Yes
phone_business_2	Phone business 2	Text	Yes
phone_mobile_1	Phone mobile 1	Text	Yes
phone_mobile_2	Phone mobile 2	Text	Yes
custom_value	Custom value	Text	Yes
entity_url	Entity URL	Text	Yes

Call Fields

Identifiers

Field name	Label	Type	Filterable	Requires PBX
call_id	Call ID (CX-Engine)	Text	No	No
segment_id	Call segment ID (CX-Engine)	Text	No	No
crm_call_id	Call ID (CRM)	Text	No	No

3CX Data

Field name	Label	Type	Filterable	Requires PBX
subject	3CX call subject	Text	No	No
body	3CX call body	Text	No	No

Direction & Status

Field name	Label	Type	Filterable	Requires PBX
direction	Call direction	Text	No	No
direction_raw	Call direction (raw)	Text	Yes	No
description	Call description	Text	No	No
status	Status	Text	No	No
status_raw	Status (raw)	Text	Yes	No
answered	Answered (textual)	Text	No	No
answered_boolean	Answered (boolean)	Boolean	Yes	No
not_answered_boolean	Not answered (boolean)	Boolean	No	No

Phone Numbers

Field name	Label	Type	Filterable	Requires PBX
number_from	Calling number	Text	Yes	No
number_to	Called number	Text	Yes	No
number_contact	Contact number	Text	Yes	No
number_did	DID number	Text	Yes	No

Duration

Field name	Label	Type	Filterable	Requires PBX
duration	Duration (seconds)	Number	Yes	No
duration_formatted	Duration (H:m:s)	Text	No	No
duration_agent	Duration with an agent (seconds)	Number	Yes	Yes
duration_agent_formatted	Duration with an agent (H:m:s)	Text	No	Yes
duration_queue	Duration in queue (seconds)	Number	Yes	Yes
duration_queue_formatted	Duration in queue (H:m:s)	Text	No	Yes
duration_callflow	Duration in call-flow (seconds)	Number	Yes	Yes
duration_callflow_formatted	Duration in call-flow (H:m:s)	Text	No	Yes
duration_ivr	Duration in IVR (seconds)	Number	Yes	Yes
duration_ivr_formatted	Duration in IVR (H:m:s)	Text	No	Yes

Timestamps

Field name	Label	Type	Filterable	Requires PBX
start_time	Start time	DateTime	Yes	No
end_time	End time	DateTime	Yes	No
start_time_formatted	Start time (display)	Text	No	No
end_time_formatted	End time (display)	Text	No	No
start_time_hour	Start time (time only)	Time	Yes	No
end_time_hour	End time (time only)	Time	Yes	No

Agent

Field name	Label	Type	Filterable	Requires PBX
agent_first_name	Agent first name	Text	Yes	No
agent_last_name	Agent last name	Text	Yes	No
agent_full_name	Agent full name	Text	Yes	No
agent_email	Agent email	Text	Yes	No
agent_extension	Answering extension	Number	Yes	No
agent_extension_array	Answering extension (array)	Text	No	No

Extensions (PBX)

Field name	Label	Type	Filterable	Requires PBX
extension_agent	Agent extension	Text	No	Yes
extension_callqueue	Call queue extension	Text	No	Yes
extension_callflow	Call flow extension	Text	No	Yes
extension_ivr	IVR extension	Text	No	Yes
extension_voicemail	Voicemail extension	Text	No	Yes

AI & Transcription

Field name	Label	Type	Filterable	Requires PBX
transcription	Transcription (raw)	Text	No	Yes
summary	Summary (short)	Text	No	Yes
summary_detailed	Summary (detailed)	Text	No	Yes
sentiments_label_raw	Sentiment label (raw)	Text	No	Yes
sentiments_label	Sentiment label (display)	Text	No	Yes
sentiments_score_average	Sentiment score (average)	Number	No	Yes
sentiments_nets_score	Sentiment net score	Number	No	Yes
sentiments_evolution_raw	Sentiment evolution (raw)	Text	No	Yes
sentiments_evolution	Sentiment evolution (display)	Text	No	Yes
sentiments_array	Sentiments (array)	Text	No	Yes
reason_for_call	Reason for call	Text	No	Yes
reason_for_frustration	Reason for frustration	Text	No	Yes
topics_string	Topics (comma-separated)	Text	No	Yes
topics_array	Topics (array)	Text	No	Yes
subjects_string	Subjects (comma-separated)	Text	No	Yes
subjects_array	Subjects (array)	Text	No	Yes
kpi_fcr	First call resolution (boolean)	Boolean	No	Yes
audit_grid	Audit grid (JSON)	Text	No	Yes
audit_score	Audit score	Number	No	Yes

Recordings

Field name	Label	Type	Filterable	Requires PBX
recording_urls	Recording URLs (array)	Text	No	Yes
recording_urls_string	Recording URLs (comma-separated)	Text	No	Yes
transcript_urls	Transcript URLs (array)	Text	No	Yes
transcript_urls_string	Transcript URLs (comma-separated)	Text	No	Yes

Segments

Field name	Label	Type	Filterable	Requires PBX
segments_formatted	Segments formatted (array)	Text	No	Yes
segments_formatted_string	Segments formatted	Text	Yes	Yes

User

Field name	Label	Type	Filterable	Requires PBX
user.id	User ID	Text	No	No
user.email	User email	Text	No	No

Chat Fields

Field name	Label	Type	Filterable	Requires PBX
chat_id	Chat ID (CX-Engine)	Text	No	No
crm_chat_id	Chat ID (CRM)	Text	No	No
subject	3CX chat subject	Text	No	No
chat_messages	Chat messages	Text	No	No
number_external	Contact number	Text	Yes	No
duration	Duration (seconds)	Number	Yes	No
duration_formatted	Duration (H:m:s)	Text	No	No
start_time	Start time	DateTime	Yes	No
end_time	End time	DateTime	Yes	No
start_time_formatted	Start time (display)	Text	No	No
end_time_formatted	End time (display)	Text	No	No
start_time_hour	Start time (time only)	Time	Yes	No
end_time_hour	End time (time only)	Time	Yes	No
agent_first_name	Agent first name	Text	Yes	No
agent_last_name	Agent last name	Text	Yes	No
agent_full_name	Agent full name	Text	Yes	No
agent_email	Agent email	Text	Yes	No
agent_extension	Answering extension	Number	Yes	No
agent_extension_array	Answering extension (array)	Text	No	No
extension_agent	Agent extension	Text	No	Yes
extension_callqueue	Call queue extension	Text	No	Yes
user.id	User ID	Text	No	No
user.email	User email	Text	No	No

Call Context Token

Call context tokens are used to enrich call-related data before the call ends. For example, you might want to specify that the call refers to a support ticket in your information system. The contexts are customizable and can be retrieved when the call is received in the CRM.

To create a call context token:

1. Navigate to the Call Context Tokens section in the CRM Connector settings
2. Click New Token
3. Enter a descriptive name (e.g., "3CX Production")
4. Copy the generated webhook URL to use it

Dynamic Contact URL

A Dynamic Contact URL is a configurable URL template that CX-Engine resolves when a call comes in, enabling you to open a specific page — a CRM record, an internal tool, etc. — in the agent's browser as a screen pop.

The URL template supports two dynamic placeholders that are replaced at call time:

• {phone} — the caller's phone number
• {display_name} — the caller's display name (as received from the PBX)

Filter Rules

You can define filter rules so that the URL is only generated when certain conditions are met. Multiple rules can be combined with AND or OR logic. Available filter fields:

Field	Label	Type
phone	Phone	Text
display_name	Display name	Text
phone_length	Phone length	Number
display_name_length	Display name length	Number

Creating a Dynamic Contact URL

1. Navigate to the Dynamic Contact URLs section in the CRM Connector settings
2. Click New URL
3. Enter a name and the URL template (e.g., https://mycrm.com/contacts?phone={phone})
4. Optionally add filter rules to restrict when the URL is triggered
5. Copy the generated Destination URL and configure it in your 3CX CRM connector as the screen pop URL

When 3CX calls the Destination URL, CX-Engine evaluates the filter rules, substitutes the placeholders, and redirects the browser to the final URL.

Integration-Specific Settings

To access the specific configuration for a connected integration, go to CRM Connector > Settings and click the Configure button on the integration you want to configure.

Integration-specific settings allow you to:

• Choose the integration variant (e.g. Dynamics 365 Business Central vs Dynamics 365 Sales)
• Configure the CRM table lookup order
• Define custom matching rules between phone fields and CRM fields