Solved Contact URL not opening a browser tab

[sandadmin]

Hi everyone,

We have spent days trying to get the 3CX Desktop App to launch a new browser tab from an incoming call. We are using Zoho One (which contains Zoho CRM) and have a 3CX Professional license. We have completed the server-side CRM integration in the 3CX management console, and have tried many different XML configurations.

- The test function in the CRM integration screen in the 3CX console completes and returns the contact record from Zoho successfully.
- The incoming call is logged correctly in the contact record in Zoho.
- The contact record is added to the 3CX contacts correctly.
- We have tried deleting all contacts in 3CX many times, and the contact is re-added correctly the next time we do a test call.
- The 3CX Desktop App has the "Automatically open contact URL when CRM integration is enabled" option selected.
- When the 3CX Desktop App has the Custom URL option selected, it opens that URL in a new tab correctly, so it doesn't seem to be a browser pop-up issue.
- We have restarted everything, many times over, including the 3CX services. 3CX is hosted for us.
- We have turned on verbose logging in 3CX and the 3cxSystemService.log file. It seems ok to me but i'm happy to send this to you.

So it seems to be matching correctly for it to be adding the contact in 3CX and logging the call in Zoho. It's just not opening the contact URL in a tab.

What do you think I might be missing?

Many thanks in advance!

Nathan

 

[TheodorosG_3CX]

Can you please clarify if you answer the call the pop-up in not working?

 

[sandadmin]

Hi, thanks yes we answer the call.

 

[TheodorosG_3CX]

When you receive the call, are you able to see the CRM contact icon in the Desktop App dialer?

 

[sandadmin]

No, the contacts name is shown correctly in the Desktop App dialer, but the contact icon is not shown.

 

[sandadmin]

3CX Desktop App Version is 18.10.461.
3CX Console Version Number is 18.0 (Build 418).

 

[TheodorosG_3CX]

If you don't have the CRM contact icon this indicates that there is no contact match returned from the CRM to the PBX. In this case i suggest to check the following:
• Remove any duplicates from the 3CX Phonebook
• Ensure that number that is used for the test call is not configured as a mobile number for an extension
• Check guideline below for the E164 prerequisites and the matching strategy in the PBX:
- https://www.3cx.com/docs/pbx-crm-integration-zoho/#h.sh2udbgzpt45

 

[sandadmin]

Wow you are correct thank you, the mobile number that I am testing with was also used in my extension. Removing the mobile number from the extension fixed the issue. I'm really surprised that this isn't a common enough scenario to warrant appearing in the 3CX documentation or any of the 50+ support/forum articles I must have read this week. Either way it is resolved, thank you very much.

 

[TheodorosG_3CX]

Glad to know this has been resolved.