Client Side CRM contact popping up only on answer

[Acribia]

We have a server side integration with a mysql odbc crm; it has been running for a few years.
With latest updates of 3cx, on client side the pop up came only at answering and not at ringing as before.
I have tried using

The test on the server side works well.
Same behaviour using windows desktop app, and using web browser app (Edge)
I have 18.0 Update 5 (Build 418) on a Windows Server 2019.

 

[Charles_3CX]

This is to be expected as there has been a change in the behavior in recent versions where CRM contacts will only open when the call is answered.

 

[smurf]

This is to be expected as there has been a change in the behavior in recent versions where CRM contacts will only open when the call is answered.

I expected something different. https://www.3cx.com/community/threads/crm-popup-on-ring-v18-update4.115895/post-536851

Edit: Anyway: on answer is just useless.

 

[Evolute IT]

I expected something different. https://www.3cx.com/community/threads/crm-popup-on-ring-v18-update4.115895/post-536851

Edit: Anyway: on answer is just useless.

I think it's been reverted to the previous behavior already since U5.

 

[TheodorosG_3CX]

This option is available in U5 but only for custom contact URL. If this option is set to automatically open if a CRM is configured in the PBX, then it will pop-up upon answering the call.

 

[edossantos]

A bit of additional background related to why this is like this: launching the popup when the call is answered ensures that only the agent receiving the call will get the popup. If you have it on ring, when you configure a queue with ring all strategy, most users get useless popups all the time, and they need to manually close them.

 

[Acribia]

Thank you, it's important to be aware of the behaviour of the system

 

[smurf]

A bit of additional background related to why this is like this: launching the popup when the call is answered ensures that only the agent receiving the call will get the popup. If you have it on ring, when you configure a queue with ring all strategy, most users get useless popups all the time, and they need to manually close them.

The queue-staff-members do so, yes. But they like to do so. They more like closing tabs they do not need than not knowing things about the caller before pickup.
Most calls in our company are point to point calls.
And the queue-members are mad about the missing feature. All of them prefer the physical phone (snom) and not the 3CX-App (desktop nor webclient). Because headsets are uncomfortable for those people.

Custom-URL doesn't fix that, because it isn't working with our CRM.

Please get back the system before 18U4 and make it optional, if you need to. That's not a solution.