Call Journaling Matching

[dmiller]

Is there a list of the fields matched in Salesforce for call journaling?

For instance, Phone will be matched but what about Mobile/OtherPhone/AssistantPhone fields? Is this editable somehow?

Thanks!

 

[Evolute IT]

You can look at the template and Salesforce API documentation to see what fields are searched. I believe in the case of Salesforce, it's all of them (phone fields.) Some CRMs can only search the main phone field but that's really rare.

 

[edossantos]

The contact lookup is performed on all phone fields. This can't be customized, the only way would be writing your own template to specify something different.

The contact lookup provides the contact ID. Then, during call journaling, 3CX looks for Salesforce users having the extension field set to the extension number that received the call. Once 3CX has the Contact ID and Salesforce User ID, it can create the Task to log the call, associated to both entities.

 

[dmiller]

I'm still not getting matches (I think). I'm not sure where to look to confirm this, but I have:

- My users in salesforce with their Extension field set to their extension.
- I have set contact options to 'match at least x'; 7 chars
- Created a new contact with a phone number set.
- Using the 'Test CRM integration' button with the last 7 digits of the test phone number.

Is there a delay before they will match? I've waited 15 minutes and it still isn't matching. I'm not sure if there is something else I need to turn on.

I feel I've read all that I could find to set it up. Any ideas?

 

[edossantos]

I'm still not getting matches (I think). I'm not sure where to look to confirm this, but I have:

- My users in salesforce with their Extension field set to their extension.
- I have set contact options to 'match at least x'; 7 chars
- Created a new contact with a phone number set.
- Using the 'Test CRM integration' button with the last 7 digits of the test phone number.

Is there a delay before they will match? I've waited 15 minutes and it still isn't matching. I'm not sure if there is something else I need to turn on.

I feel I've read all that I could find to set it up. Any ideas?

From the 3CX Console > Settings > CRM Integration > Test button, you can test a contact lookup and see if you get any result. In case you don't, the Logs tab will give you details. What do you get there?

 

[dmiller]

Yes, that is where I am testing.

I go to salesforce, create a brand new contact, with Name/Phone and relate it to a company. When I come back to test it and it type the full (10 digit) or partial (7 digit) phone number its not found.

I used 555-222-1234 as the test phone number in the Salesforce contact.

Testing in 3cx for '5552221234' or '2221234' both show 'contact number does not exit' when tested. I can search other numbers in there and they appear though. Could it be some permission issues? Because I created it with an admin account?

 

[dmiller]

So I've been playing with this quite a bit. The lookup order I have set it "Contacts,Leads,Accounts" which is how I want them to be found. I'm only test adding Contacts at this point. I'm sure to associate them with an account when created.

Some contacts it works with just fine. Others it just will not return as a search result. I've tested, and double checked, the phone numbers a dozen times. I don't have duplicates (but even if I did, they seem to work fine; on contacts that already work). I've logged in as multiple users, with different profiles, and they can all see the contacts just fine.

Is there something obvious that I might be missing here? It just seems to randomly work sometimes matching the phone number. Other times, when I can see the data in salesforce, it just can't find it.

Thanks for any insight!

 

[dmiller]

I added a new lead. It found it using the test button.

I added a second/third/forth lead and they couldn't be found.

I added them all the exact same way, from the exact same account. I do think something is broken or I have some configuration wrong.

 

[edossantos]

Can you check what happens if you change the 3CX configuration from the Management Console > Advanced > Contacts > Options > Exact Match? I have seen that this configuration works better in a few Salesforce installations...

The phone numbers you are setting to the new contacts are international numbers with country code? Are you adding spaces, dashes or any other non-numeric character?

 

[dmiller]

That seems to have fixed the look ups.

During testing, I stored the phone numbers as "5552221234" and "15552221234" and "+15552221234" with some being found and some not being found. It seemed to be related to an individual contact though. Some I could never find no matter the format. Some just worked with all of the formats.

It looks like we will need to BE SURE to store the numbers in the US "1XXXYYYZZZZ" format for successful look ups. When I drop the proceeding 1 on a record and I test a look up with the 1 on the front, it will fail.

Sometimes we get the proceeding one, and sometimes we don't depending on the SIP provider it comes from. Can I rewrite these to ensure all incoming are formatted "XXXYYYZZZZ"? Maybe a simple "drop any 1 on the front" rule or something?

Thanks for the help so far. It seems to be working well to this point!

 

[edossantos]

Yes, you can apply caller ID reformatting as explained here to do that:
https://www.3cx.com/docs/cid-reformatting/

 

[dmiller]

Upon a bit more testing. I moved the "match at least" setting to 10. Everything seems to work with and without the proceeding 1.

I was under the assumption reading the docs that only 4 or 7 would work. However, 10 seems to fix all my problems. I didn't even think to try that after reading the docs where it states that only 4 or 7 would work. Maybe calls for a quick update on the dos?

 

[dmiller]

Thanks for the help. I'm good now! I'm not sure how to mark 'solved' or if I can.

 

[edossantos]

Thanks for your feedback. We will review our docs. Actually, in most cases the configuration of 10 digits doesn't work, and 7 digits works fine. I'm not sure why, because it's Salesforce who doesn't return data to the queries in those cases. But in some installation a full match or 10 digits seems to work better....