Calls not journaling

[robertson]

Hi

It appears calls are not journaling due to not matching when searching:

it appears to search for the e.164 formatted number (screenshot) - but the CRM is writing a regular 10 digit number to the contacts list in 3cx




this seems to have happened since we started making calls through Twilio which requires this format
but it seems the numbers it pulls from the CRM/Connectwise integration are the old 10 digit format.

Further back in the logs it shows all sorts of references to the plain 10 digit number as well.

How can I have numbers all live in one, or the other format?

Thanks

 

[edossantos]

Using E164 format is the recommended way to go. It's the only way to fully and uniquely identify a phone number. A 10 digit number can be also a valid number in another country. Using E164 you will always be sure that the number matches the right contact. But this would require that you update all the numbers in your CRM. If you don't want to do this, you will need to use Caller ID Reformatting, so 3CX receives the number without the country code.