CallerID Lookup / Without Contact Sync

[JoeH]

Hi,

Having read a number of articles relating to CRM and external system integration, they seem to centre around the concept of importing the Contact record to the phonebook (after the first call).

What I want to achieve is subtly different:

- Use the 3CX phonebook only for internal contacts.
- Inbound caller ID of call is used for a lookup (i.e. CRM, Webhook, ODBC) - and CLI is re-written with the customer account number (i.e. "01622 100101" becomes "AC80029 - 01622 100101").
- I do not want "AC80029 - 01622 100101" to be entered into the corporate phone book

Is this possible? I figured there could be a lookup against ODBC/Zoho, or some way of splitting out the phonebooks.

Cheers

Joe

 

[edossantos]

Hello Joe,

All the intrgrations we provide import contacts in the 3CX PhoneBook. You can't do what you need using any of these approaches. Also, the integrations are only triggered for external calls, so a call from an extension will not activate any lookup.

However, if these are internal calls (from extensions), then you can set the name to what you need. Just import the extensions configuring that account number as part of the name.

 

[JoeH]

All the intrgrations we provide import contacts in the 3CX PhoneBook. You can't do what you need using any of these approaches. Also, the integrations are only triggered for external calls, so a call from an extension will not activate any lookup.

Thanks. It would be for external calls only - to better assist our agents. The challenge is with such a (potentially) large range of contacts calling, I don't want to clog the address book for others who are used to a relativlely concise and useful phone book for dialling internally or outbound.

I will see if there is something I can implement on our upstream SBC.