AI Answer using name taken from Phonebook or CRM Integration

[admin@adamequipment]

We are just setting up our AI Receptionist, we currently have Zoho CRM integration working well, and 3CX reconises the customer calling in, Presents this Information on phone or softphone, but would the AI Receptionist be able to see that integration, and pull caller name or Company name, to greet personally "Hello Dave Smith", or does this need to come from the Phonebook?

 

[KyriacosS_3CX]

Hello,

The AI Receptionist has a view of the CRM contact info.

 

[admin@adamequipment]

So I am guessing, the default script will need to be adapted to look for Specific fields to pick up Company and Username

are there fields we should use here? To pick up details.

 

[KyriacosS_3CX]

Hi,

The exposed variables/macros are the ones listed at the top of the edit window:


Knowledge of name form phonebook, CRM etc should already be coming into the "other_party_name" variable. If the AI does not find a value there, it proceeds to ask for a name in order to populate it.

 

[admin@adamequipment]

I assume it is matching to a Zoho CRM contact by phone number before i speak? I have added my mobile to a test contact in Zoho CRM but it does not indentify me when i dial as an external caller - just gives me the generic welcome message - so its not matching for some reason..

Any ideas why?

 

[Evolute IT]

I assume it is matching to a Zoho CRM contact by phone number before i speak? I have added my mobile to a test contact in Zoho CRM but it does not indentify me when i dial as an external caller - just gives me the generic welcome message - so its not matching for some reason..

Any ideas why?

If you add your mobile number to the CRM, make sure it's not set also as your mobile number in your 3CX user. If it is, CRM lookup is bypassed and the number is considered an internal contact.

 

[admin@adamequipment]

Mobile number is not in 3CX User. But still does not receive Welcome with name. But does show up in CRM "Calls" as correct name, so Zoho CRM is recognising the user number and resolving name, but not picked up by 3CX "other_party_name" variable!

 

[KyriacosS_3CX]

Hi, perhaps this should have been asked first, did you configure the Agent to skip call screening for known contacts?

 

[admin@adamequipment]

Hi,

That option was not enabled, I have enabled it and done another test, I still get the generic welcome message with no personalisation from the Zoho CRM contact record.

 

[admin@adamequipment]

Have tested with and without this option "Disable call screening for know contacts", Still does not pickup the caller information, but Zoho CRM saw the incoming calls they are in the calls log and attached to contact and the Zoho Integration bought up the customer information card. But still not recognise the contact by company or name. It asks in all cases, when I ask to be transferred to a specific Ext Asks for my Name, Company, and reason for calling.

 

[admin@adamequipment]

Does anyone have any further ideas, why this not picking up Link from Zoho CRM integration to "other_party_name" variable!

 

[pcwg]

long shot, but check which AI realtime engine you are using. At this point there a few glitches the 3cx team are working with openai on. I found most of my issues (not all) disapeared when changing from the -realtime-mini to full version. I was having with some of the rules not being enforced which could be similar to yours.

 

[admin@adamequipment]

Currently using this:

 

[KyriacosS_3CX]

The real time should be fine. There is no reports of issues with the text model, but since both models are involved in calls try the switching to gpt-4o for example and see if there is any difference.

 

[BLS_LeeR]

Were you able to find a resolution?