Bug with the web client dialer

[bernick]

Hi,

We have a list of contacts that has been created from the results of the CRM integration lookup. Some of those contacts shared the same business phone number (fair enough, they are all working at the same office).

Issue occurs when we are using the web client dialer (for example, using URL: https://my3cx.3cx.ca/webclient/#/call?phone=6045551234). The dialer shows a list of all users matching the given phone number (so far, is is excepted behavior). However, no matter which contact we are clicking in the list, it is always the same contact that will be called (as a result, it is not the correct contact link).

See attachments...

Cheers

 

[ChrisC_3CX]

Could you please provide the relevant information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, please confirm the following:

1. Do you also get the issue for contacts directly created on the 3CX PBX?
2. Does using the dialer from within the 3CX Webclient give you the same results?
3. I see the contacts mentioned actually have the same number, does this issue persist if you set a unique number for each contact as would be expected?

Edit: If this only happens when there exist contacts with the same number then do note that this behavior is inevitable.

 

[bernick]

Here additional information:

1. Do you also get the issue for contacts directly created on the 3CX PBX? Yes, same issue
2. Does using the dialer from within the 3CX Webclient give you the same results? Yes
3. I see the contacts mentioned actually have the same number, does this issue persist if you set a unique number for each contact as would be expected? No, if contacts have different numbers, there is no bug.


3CX Version: Professional Annual18.0 (Build 1379)
3CX Server is hosted by you

 

[ChrisC_3CX]

3. I see the contacts mentioned actually have the same number, does this issue persist if you set a unique number for each contact as would be expected? No, if contacts have different numbers, there is no bug.

I see, well in that case the behavior you describe is indeed what happens and there is currently no way to change it. This was actually the case in v16 as well.

 

[bernick]

So... you are acknowledging there is a bug since v16, but there is no way to fix it (I mean, you don`t have any internal unique key for each contact? I can give you an unique key: ContactUrl, as documented in https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.sby5dun21u5a)?

 

[ChrisC_3CX]

The behavior seen is due to the current internal workings of the involved components. While I see why it would be considered a minor issue, it is not something that affects functionality as the actual number being dialed stays unaffected and the end result stays the same, therefore it is merely a minor presentation discrepancy.

In any case, that it is not to say that these kind of trivialities will not be ironed out in future updates.

 

[bernick]

Well, I guess that your statement "minor issue" is relative to the point of view. I can understand that, in your world of telephony, it is considered as minor. However, in our world, where CRM is our business, I can ensure you that not having the correct customer being called is more than annoying for our agents...

 

[Evolute IT]

Well, I guess that your statement "minor issue" is relative to the point of view. I can understand that, in your world of telephony, it is considered as minor. However, in our world, where CRM is our business, I can ensure you that not having the correct customer being called is more than annoying for our agents...

The issue actually is not the PBX but your testing methodology.

Contacts should never have the same phone number, so it would never do this.

The reason it does this is it finds the first contact matching the phone number, if there are many, don't be surprised as to why it might not grab the one you wanted.

In your "world of CRM", as you said, this shouldn't be a problem because you should be using the Click2Call from your CRM itself.

 

[bernick]

Contacts should never have the same phone number, so it would never do this

So... you are telling that a couple living under the same roof should not share the same landline number... or co-workers should not share the same phone number?

The reason it does this is it finds the first contact matching the phone number, if there are many, don't be surprised as to why it might not grab the one you wanted.

Well yes, I am actually surprised... The component is smart enough to show a list of matching contacts, but unable of calling the clicked one. What a bummer.