Contact Lookup Formatting

[Mike P]

We have a lot of calls that go out to customers that go to a full voicemail box or are not answered at all. When the customer calls back, the person answering doesn't have a way to know who called them. We don't use a CRM as we are not a sales organization and have a LOT of other tools for our industry, but call tracking is not one that aligns well.

My solution was to start call journaling and then look up each incoming call to see who the last caller of the number was within the last 48 hours. I know I can return a formatted name that will get shown in the app as the Caller ID, but is there another way to format the data BEFORE it gets sent to the client? I also noticed that outbound calls are affected as well in the active calls dashboard. Is there a way to bypass the lookup for outbound calls or, again, a way to format them before they show in the panel?

Thanks in advance for any help.

-Mike

 

[TheodorosG_3CX]

You need to use the caller Id reformatting on the Sip Trunk level. Check the guideline below for more information:
• https://www.3cx.com/docs/cid-reformatting/

 

[Mike P]

You need to use the caller Id reformatting on the Sip Trunk level. Check the guideline below for more information:
• https://www.3cx.com/docs/cid-reformatting/

Thank you for the response.

So, does the Caller ID formatting at the SIP Trunk level happen before or after the CRM lookup? From the document "These rules will not rewrite the incoming “FromDisplay” value", which what I'm technically trying to do.

If you can provide the call information workflow, that would be extremely helpful.

 

[TheodorosG_3CX]

The caller id formatting will happen before the number is sent to the provider, regarding outbound. Now this will not change the FromDisplay when the call is coming in the PBX but after and the reformatted number will be sent to the CRM lookup or the client.

 

[Mike P]

The caller id formatting will happen before the number is sent to the provider, regarding outbound. Now this will not change the FromDisplay when the call is coming in the PBX but after and the reformatted number will be sent to the CRM lookup or the client.

Ok. But I don't want to change the incoming number (or caller ID, for that matter). The callflow seems to be like this:

Incoming Call >> SIP Trunk >> Formatting1 (if any) >> CRM Lookup >> Formatting2 (changeable?) >> Client (Agent)

I'm asking about Formatting2. The only way I can find to format what our agents see is with the SQL Select statement during the CRM lookup.

-Mike

 

[TheodorosG_3CX]

I'm afraid that this "Formating 2" is not possible when this is returned from the CRM.