3CX Integration with Autotask

[dsapp]

We are implementing a new instance of 3CX and attempting to connect it to our instance of Autotask. We are using a template created by Chris Ellsaesser (Autotask new REST API Integration | 3CX - Software Based VoIP IP PBX / PABX). Thanks Chris for putting this together.

We are running into one issue. The variable [Number]. If we hard code phone number into the XML using "-" within the number everything works great. Every other option, including using the variable as written, we get "CRM Integration is working OK but contact number does not exist. Check log for more info or try a different number." This is done from the "Test" option within the Admin --> Settings -->CRM.

I'm sure this is related to a setting in 3CX and/or Autotask we are missing to set properly.

Any assistance is appreciated and thanks to all who contribute to these forums.

 

[edossantos]

The [Number] variable will not include any separator, like dashes, spaces, parenthesis, etc. Only the number is included, and maybe the plus (+) prefix. Most probably, your CRM stores phone numbers with dashes, and that's why there is no match. You should probably update your CRM contacts to avoid using those separators.

 

[dsapp]

The [Number] variable will not include any separator, like dashes, spaces, parenthesis, etc. Only the number is included, and maybe the plus (+) prefix. Most probably, your CRM stores phone numbers with dashes, and that's why there is no match. You should probably update your CRM contacts to avoid using those separators.

Thanks. We'll give that a try.

 

[dsapp]

That fixed the test issue.

I knew it was something simple.

Appreciate the insight.