3CX integrated with MS CRM - crm displaying wrong agent when closing inbound calls

[peter tasic]

Hello,

pardon if this is more of a CRM issue rather than 3cx but i figured it doesn't hurt to ask. The title is pretty self explanatory, we have multiple agents set to an inbound queue. For example, agent A answers an incoming call but when the call ends the CRM closing screen displays the name of another agent. Is this something that can be troubleshooted via 3cx?
there doesnt seem to be any fixed scenario (its not always the same agent getting the same wrong name, its random) and its not a consistent error either, it works sometimes and it doesnt sometimes.

Thanks for any input/ideas.

 

[edossantos]

Are you using the integration with Microsoft Dynamics 365?

What version of 3CX are you using? In 3CX v18 Update 2 we're improving the way we map 3CX extensions to CRM agents, so if you're not in this version yet I would recommend that you upgrade, and let us know if the issue persists.

 

[peter tasic]

Hello edossantos,

unfortunately we are not using the "correct" way of integration - that is to say we're not using the built in method on the 3cx server but rather a method of installing various 3cx-CRM plugins manually on each client pc. This is mostly because we've recently inherited this system from the previous company that did IT for the client and we're somewhat scared to "rock the boat" at this point, hence why we've not upgraded and are still stuck on the 15.5.15502.6 version.

Could you point me in the right direction concerning upgrade procedures?

Thank you

 

[edossantos]

We can't provide help for an integration that is not supported by 3CX.... You should upgrade your 3CX server to v18 and configure the server side integration with Dynamics. Before you upgrade your productive system, ensure that this integration meets your needs. You can create a new PBX instance for free, and play with it for a while until you're sure that your requirements are met.