Halo
3CX

Halo + 3CX Integration

Know exactly who's calling
before you say hello.

Halo's native 3CX integration puts the right information in front of your agents the moment a call comes in — caller name, open tickets, SLA status, and account details, all in one screen. Every call is logged. Nothing gets missed. Included in every Halo licence, at no extra cost.

Talk to us about the integration See implementation plans
✓ Inbound & outbound ✓ Live caller screen pop ✓ One-click ticket logging ✓ Call transfer from Halo ✓ Native — included in every licence

Who it's for

Built for IT teams and MSPs alike.

Whether you run HaloITSM for an internal IT function or HaloPSA for a managed service desk, the 3CX integration works the same way — and delivers the same result: every call handled with full context.

HaloITSM

IT service desk with 3CX

Your IT helpdesk runs on HaloITSM. Your phone system runs on 3CX. When a user calls in about a ticket, your agent sees their name, company, and all open incidents before they answer. Handle the call and log the outcome — all from one screen.

✓ Caller name and account appear instantly from Halo's user database
✓ Open incidents, changes and requests visible during the call
✓ Raise a new incident or update an existing ticket without leaving the screen
✓ Transfer calls to colleagues with full context passed across

Best for

Internal IT teams using HaloITSM as their service desk platform.

HaloPSA

Managed service desk with 3CX

Your MSP runs HaloPSA. You handle calls from multiple clients every hour. When a client rings, the integration shows their contract, SLA tier, scope of service, preferred agent, and all open tickets — instantly. No looking up. No delay. Better first-call resolution every time.

✓ Client name, company, and contract details surface on inbound calls
✓ SLA tier and scope of service visible before you answer
✓ See all open tickets at the same client — prevent duplicates instantly
✓ Log calls as time entries or notes on the correct ticket in one click

Best for

MSPs and managed service providers running HaloPSA across multiple clients.

What you get

Everything the integration delivers.

The full feature set — active from day one, included in your Halo licence, no extra configuration required beyond setup.

Incoming call pop
An unobtrusive but clearly visible notification appears the instant an inbound call arrives — whether you're in a ticket, a report, or anywhere in Halo.
Caller identification
Matched against Halo's contact database. Shows the caller's name, company, and avatar — with clear distinction between internal and external calls.
Caller information panel
Full context from the caller's Halo record: email, packages, scope of service, preferred agent, and SLA tier — visible before you answer.
Live call notes
Add notes while the call is in progress. Visible to colleagues in real time — so you can share context without putting the caller on hold.
Active ticket view
All open tickets for the caller are listed during the call. Find the ticket they're calling about instantly — no searching, no tab switching.
Business-wide call history
See all recent calls logged at the same organisation. Spot a pattern, prevent a duplicate ticket, or identify an escalation — in seconds.
Call outcome logging
At the end of a call, create a new ticket or update an existing one directly from the call screen. No separate step. No duplicate entry.
Call transfer
Transfer a live call to a colleague from within Halo — without picking up a deskphone or switching to the 3CX client.
Assisted transfer
Bridge the caller with the target agent before completing the handoff — so the receiving agent has context before they take the call.
Contact sync
Known numbers are automatically added to the 3CX Company Phonebook — visible in the webclient, mobile apps, IP phone directories, and the 3CX console.
Default greetings
Set standard opening greetings and call handling notes that appear to agents when a call comes in — consistent service across the team.
No extra cost
3CX telephony integration is a native, first-party Halo feature — included in every licence at no extra charge. No middleware. No add-on subscriptions.

Getting connected

How the integration is set up

The 3CX integration is configured entirely within Halo — no third-party tools, no middleware, no software to install on your phone system. Allied ESM handles this as part of every implementation.

1

Enable the Telephony integration in Halo

In Halo, go to Configuration → Integrations → Telephony and enable the 3CX module. It ships with every Halo licence — no separate download or installation required.

2

Enter your 3CX connection details

Provide your 3CX server hostname or IP address, along with authentication credentials. Halo connects to 3CX using its CRM integration framework — the same method used by other 3CX CRM connectors.

3

Test the connection

Use Halo's built-in connection test to confirm the link between Halo and your 3CX server is live. Halo will verify it can query contacts and receive call notifications correctly.

4

Configure call pop and agent settings

Set default greetings, configure which information surfaces in the caller panel, and define call handling behaviour per agent or team. This is where you tailor the experience to your desk's workflow.

5

Go live — calls trigger Halo immediately

From the moment the integration is active, every inbound call to a known number triggers the Halo caller pop. Agents see full context before they answer. Unknown callers are added to the 3CX phonebook automatically after their first matched call.

Allied ESM configures this for you

If your team uses 3CX, Allied ESM will configure the integration as part of your Halo implementation — handling the connection, call pop setup, and agent configuration. If you're already live on Halo without the integration, we can set it up as a standalone engagement.

Real-world uses

Three ways this integration delivers.

These are the most common reasons IT teams and MSPs configure the Halo + 3CX integration.

01

First-call resolution without the searching

A client calls your MSP helpdesk. Before you answer, you already see their SLA tier, the two open tickets from this week, and the preferred engineer assigned to their account. You resolve the call in minutes. No hold time. No "let me just look that up."

Call rings → Context loads → Call resolved
02

Log the call without leaving the screen

An IT user calls about a network issue. The agent handles it, adds a note mid-call, and at the end raises an incident directly from the Halo call screen — pre-populated with the caller's details. The ticket is created before the call even ends. Zero duplicate entry.

Call handled → Incident raised → Call ends
03

Smart transfers with full context

A call comes in for a senior engineer. The first-line agent uses Halo's assisted transfer to bridge the caller before handing over — so the engineer already knows who they're speaking to, what their issue is, and which ticket is open. No repeat explanations.

First line → Bridged → Transferred

Common questions

Frequently asked questions

Is the 3CX integration included in the cost of Halo?
Yes. The 3CX integration is a native, first-party Halo feature — included in every Halo licence at no additional cost. There is no middleware, no third-party connector, and no extra subscription required. Allied ESM's implementation plans include integration configuration as standard.
Does it work with both cloud-hosted and on-premise 3CX?
Yes. The integration works with 3CX regardless of whether it is cloud-hosted via 3CX's hosted service, self-hosted in your own cloud environment, or deployed on-premise. The connection is configured using your 3CX server address and credentials from within Halo.
Does it work with HaloPSA and HaloITSM?
Yes. The 3CX integration is available across HaloITSM and HaloPSA. The feature set is the same — caller pop, live ticket access, call logging, and transfer functionality — regardless of which Halo product you are running.
What happens when an unknown number calls?
When an unknown number calls, 3CX queries Halo for a match. If no contact is found, no pop appears — but once a number is matched, 3CX automatically adds it to the Company Phonebook and the pop will trigger on all subsequent calls from that number.
Can agents raise tickets during a live call without switching screens?
Yes. The Halo call screen lets agents create a new ticket or update an existing one directly from the call interface without navigating away. The caller's details are pre-populated. Agents can also add live notes during the call that are immediately visible to colleagues.
We're planning to implement Halo — when should the 3CX integration go live?
Allied ESM recommends configuring the 3CX integration during your Halo implementation — so it's live from day one. It requires minimal setup time and makes an immediate, visible difference to how your team handles calls. If you're already live on Halo without the integration, we can add it as a standalone piece of work.

Ready to connect Halo and 3CX?

Allied ESM configures the Halo + 3CX integration as part of every implementation. Talk to us about having full caller context from the moment you go live.

Talk to us See implementation plans