3CX CRM Integration: Internal Extension Calls No Longer Trigger 'Open Contact in Custom CRM' – How to Fix?

[Levi K]

Hello,

We rely on the 'Open Contact in Custom CRM' option in our CRM integration with 3CX, utilizing the %CallerNumber% variable to create a custom URL like https://mycompany.com/phone_number=%CallerNumber%.

Previously, this functionality worked seamlessly for both external numbers and internal extension calls. External numbers would use the caller ID in the above URL, and internal extensions would use the 3cx extension number in the above URL. This was really valuable to us because our team would automatically have a tab open up with customer (if external call) or employee (if internal extension call) information.

Problem:​

As of August 9th, internal extension calls have stopped triggering the opening of new tabs, impacting our entire team. External calls continue to function as intended, but no action occurs for internal extension calls. Our team uses the PWA.

Here's a summary of the issue:

• Before August 9th: Internal and external calls would open a new tab with the respective %CallerNumber% URL. Internal calls would use the extension number.
• After August 9th: Internal extension calls no longer open a tab, but external calls still function properly.

Our team highly values the version of this feature that included internal extension numbers, and we're eager to find a solution. Did 3CX implement a change affecting internal extension calls with this feature? Or is there a workaround or fix that we can apply on our end?

Your assistance is greatly appreciated!

Thank you!

 

[edossantos]

This has changed in 3CX v18 U8, and can't be reverted. These links were always intended to be used with external calls. Please feel free to suggest changing this back in the Ideas section.

 

[Levi K]

These links were always intended to be used with external calls.

Except these links have worked for internal calls for 5+ years (as long as our subscription to 3CX). It was an important part of our workflow in 3CX. Frustrated that 3CX has just removed what was a defacto feature. If this feature was 'always' intended to be used with external calls 3CX shouldn't have included internal calls for 5+ years.

In the CallerID settings is there anyway to map internal extensions so that this feature will see them as an external caller ID?

 

[Levi K]

Please feel free to suggest changing this back in the Ideas section.

I can't. The following message is shown to me in the ideas section: "YOU HAVE INSUFFICIENT PRIVILEGES TO POST THREADS HERE."

 

[edossantos]

In the CallerID settings is there anyway to map internal extensions so that this feature will see them as an external caller ID?

No, unfortunately this is not possible. The only way would be making these external calls, for example using a dummy SIP Trunk to the same PBX, and route inbound calls to your extensions.