Generic CTI: Map calls to Agents

Infos:

  • Used Zammad version: 5.2.1
  • Used Zammad installation type: Ubuntu package
  • Operating system: Ubuntu 20.04
  • Browser + version:

I successfully use the sipgate.io integration. The sipgate-settings in zammad allow to map a sipgate extension to zammad agent.

On another site I’m using 3CX instead of sipgate and was wondering if I can get the same functionality by using the available 3CX-to-zammad bridge. The problem for me is: I have different groups of agents. My Teams are organised in groups in zammad as well as a calling group in 3CX. However, group A never answers a call for group B, so as long all calls are shown for all groups, the whole feature is useless in this case.