3cx contact creation feature in salesforce

[vera dan]

hi,

I have a problem here. Our company is using 3cx phone system for every employees, including normal employees and the hotline customer services as well.

i rencently integrated salesforce with 3cx according to the article, and enabled contact creation feature, but we have a problem here :

we only want to record the incoming customer's contact who called in the hotline.

but now every single inbound call, regardless of who is the receiver, are all recorded in salesforce as a contact.

I tried to turn off the contact creation feature but to keep the call journaling on so as to create customized contacts based on the journaling data, but without contact matched, there won't trigger a call journaling at all.

i am in a big dilemma right now, could anyone help me ?

thanks !

 

[edossantos]

If you manually create the contact during the call, before it ends, the call journaling should do the lookup again, find the contact and register the call activity.

Call Journaling needs a matching contact, otherwise it will be skipped.

 

[vera dan]

If you manually create the contact during the call, before it ends, the call journaling should do the lookup again, find the contact and register the call activity.

Call Journaling needs a matching contact, otherwise it will be skipped.

Hi edossantos,

Thanks for your reply! But call journaling is not the key function we want, it is good to have but we want contact auto-creation function more, but we only want inbound call for hotlines to be recorded in salesforce and filtering those to personal workphones.
Let the hotline representatives to manually create contact before call end will be a nightmare for them.
Or is there a way where I can get the agent number( extension number) when 3CX is triggering a contact creation in CRM , if in such way, I can just block those irrelevant contacts being created in the first bying checking the agent number in CRM.

we really need this, your help will be highly appreciated.

 

[edossantos]

The integration is enabled system wide, it can't be triggered per extension.

Also, the contact lookup and contact creation happens as soon as the call arrives to 3CX, even before the call is sent to the extension, so at that point we don't know who will take this call.

Unfortunately what you need is not possible.

 

[vera dan]

The integration is enabled system wide, it can't be triggered per extension.

Also, the contact lookup and contact creation happens as soon as the call arrives to 3CX, even before the call is sent to the extension, so at that point we don't know who will take this call.

Unfortunately what you need is not possible.

can I at least know the number the caller is dialing ?

 

[Evolute IT]

can I at least know the number the caller is dialing ?

No, the DID is not available during call lookup.

 

[vera dan]

No, the DID is not available during call lookup.

Hi Marcoux,

thanks for your reply.
So let me try to understand in this way, no matter what CRM we are using , as long as integrating with 3CX phone system, it will record every inbound call regardless of the DID, am I right? Unless our hotline representative is using a different phone system with other employees.

 

[edossantos]

Hi Marcoux,

thanks for your reply.
So let me try to understand in this way, no matter what CRM we are using , as long as integrating with 3CX phone system, it will record every inbound call regardless of the DID, am I right? Unless our hotline representative is using a different phone system with other employees.

Yes, this is correct.