Name the workflow
An integration might open a customer record, log a call, initiate dialing or attach a recording link. These are separate behaviors with different permissions and failure modes. Specify the one your staff actually need.
Define how records match
Normalize numbers consistently and decide how shared, withheld or duplicate numbers are handled. A call from a business switchboard may not identify one unique person. Give staff a way to correct an uncertain match rather than writing fabricated certainty into the CRM.
Handle events reliably
A call can transfer, fail, fork or generate several PBX legs. Decide which event creates a record and how retries avoid duplicates. An answered technical leg is not always a completed conversation with the intended customer.
Test access and failure
Use scoped service credentials and protect recording links. Simulate a temporarily unavailable CRM and verify that calling remains usable and queued events recover appropriately. Record which data crosses systems and who maintains the integration after either platform is upgraded.
Applying the reference
The Sangoma reference explains PBX feature concepts; some screenshots and interface instructions describe older releases. This planning guide does not rely on those screenshots as a FreePBX 17 setup procedure. Confirm the installed module and current provider feature behavior before rollout.
Sources & applicability
Primary references for the technical details above. Operational examples and planning checklists are VoIP.info editorial guidance.