Set up integration with Infinity

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To set up an Infinity X integration, take the following steps:

  1. Prepare Infinity for integration. Read more >>>

  2. Set up Creatio Messaging Service. Read more >>>

  3. Set up the message exchange library. Read more >>>

  4. Set up the Infinity X parameters. Read more >>>

In Creatio, the Infinity integration functionality requires a separate license. You need to generate a license request, send it to our service team, upload the received license file into the system, and distribute the licenses among the users. Read more: Creatio licensing and Manage user licenses.

The integration is only possible if complete preliminary Infinity setup was performed by the phone integration administrator.

Attention. If you set up the telephony for a Creatio production environment, deploy Creatio Messaging Service on a separate node rather than on the Creatio application server. To ensure the fault tolerance of your phone integration, we recommend setting up at least two nodes with Creatio Messaging Service, as well as a balancer that would redirect users in case of lost connection with one of the nodes.

1. Prepare Infinity X 

Create an account in Infinity X with the role “Third-Party integration connection.” This account will be used on the integration service level. It is not recommended to use this user account for other purposes, or log in under this user account, as this may cause integration errors.

2. Set up Creatio Messaging Service (formerly Terrasoft Messaging Service) 

The messaging service allows you to connect Creatio to Infinity via the integration protocol and distribute call events among Creatio users.

Attention. Install Creatio Messaging Service on a .NET Framework Windows server to integrate Infinity X PBX.

  1. Before installing Creatio Messaging Service (CMS), make sure that your computer runtime environment has:

    • A .NET Framework package version 4.7.2 or later on the server where you are going to install Creatio Messaging Service.

    • At least 2 Gb of RAM and 20 Gb of free drive space.

  2. Contact Creatio support to receive the messaging service installation files or download the files via the URL: Download Creatio Messaging Service. Unpack the archive to a folder to ensure a smooth installation. If you run the installation directly from the archive, the archiver application may interfere with the install wizard.

    Attention. Deploy CMS on the server connected to both the Creatio application server and the PBX. Read more: Telephony integration basics.

  3. Run the Creatio Messaging Service Install.msi file on the machine intended as the message exchange server and proceed with the installation.

  4. Make sure that the “TerrasoftMessagingService” service is running in the Windows Services application. If the “TerrasoftMessagingService” service is not running, start it manually.

  5. Copy the “Client” folder (created during the Infinity X setup) to a separate folder, e.g., the folder with the TMS service.

  6. Unlock the files in the “Client” folder:

    1. Run PowerShell as an administrator.

    2. Open the messaging service folder: cd “C:\Program Files (x86)\BPMonline Messaging Service.”

    3. Unlock all files: Get-ChildItem *.* -Recurse | Unblock-File.

      Alternatively, download and execute UnlockClient.ps1.

  7. Open the folder with the service files: ~\BPMonline Messaging Service.

  8. Specify the following parameters in the Infinity block of the Terrasoft.Messaging.Service.exe.config file:

    1. infinityXClientPath – the path to the “Client” folder. If the “Client” folder is located in the TMS service folder, the parameter value will be as follows: infinityXClientPath="\Client".

    2. thirdPartyIntegrationLogin – the login of the user with the “Third-Party integration connection” role.

    3. thirdPartyIntegrationLogin – the password of the user with the “Third-Party integration connection” role.

  9. Copy and replace the following files from the “Client” folder to the “Infinity” (Messaging Service\Connectors\Infinity):

    1. Cx.Integration.BaseConnector.dll.

    2. Cx.Integration.AgatInfinityConnectorInterfaces.dll.

    3. Cx.Integration.AgatInfinityConnectorFactory.dll.

  10. Restart the “TerrasoftMessagingService” service.

  11. Test the phone integration.

3. Set up the message exchange library 

Message exchange library selection and setup is performed once by the system administrator.

  1. Open the system designer by clicking btn_system_designer00001.png in the top right corner of the application window.

  2. Click “System settings” in the “System setup” block.

  3. In the “Default messages exchange library” (“SysMsgLib” code) system setting, set the default value to “Telephony integration library based on Infinity protocol.”

  4. Specify the message service connection parameters. To do this, open the “Message exchange server” (“SysMsgServerNode” code) system setting. In the Default value field, specify the message exchange network address in the following format: “ws://0.0.0.0:2013” if your website is served over HTTP or “wss://0.0.0.0:2013” if your website is served over HTTPS, where:

    • “0.0.0.0” – IP address that your Creatio users use to access your message exchange server.

    • “2013” – the port used by default for connecting to the messaging service. You can change the port number in the “Terrasoft.Messaging.Service.exe.config” file.

      Note. If your website is served over HTTPS and secure (WSS) connection is used for WebSockets, you will need to install a security certificate on the message exchange server and specify it in the configuration files of the message service. For more information about the setup process, contact Creatio technical support at support@creatio.com.

  5. Click Save.

4. Set up the Infinity parameters 

These settings should be applied for each Creatio user who received Infinity integration license. Use the user login credentials to access the system.

  1. Open the user profile page by clicking the Profile image button on the main page of the application.

  2. Click the Call Center parameters setup button.

  3. On the opened page, fill out the required values:

    1. Disable Call Center integration – this checkbox allows you to disable Creatio integration with the phone integration. The call button will not be displayed on the communication panel of the application.

    2. Infinity server address – specify the connection IP address and port. Read more about the ports required for implementing the full functionality of Infinity X in Infinity documentation.

    3. Line – specify the telephone number of the line which will be used for the call.

      Attention. A separate line is used for each user. It is not recommended to specify the same line for several users, as it may cause errors.

    4. Enable debugging – this checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the phone integration runs into problems and the customer addresses the service team.
  4. Click Save.

  5. Refresh the browser page to apply the changes.