---
title: Configure the Middleware
excerpt: Configure the CRM Middleware settings in the CX-Engine interface.
order: 4
---

## General Configuration

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

![Enable the basic Middleware features for CRM integrations](/images/docs/middleware-crm/pic-general-conf-middleware.png)

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](#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