Contacts & CRM Contacts

[ritd]

We've played around with the SQL CRM setup in v15.5 and it works fine creating new contacts as someone calls in. However depending on the data available, sometimes it only populates the company name and not first & last name (data isn't in our database). The issue we have is that all of these contacts are pulled through onto desk phones (as blanks) and we would like the 3CX directory to only contain internal extensions.

Is there any way to exclude CRM contacts from populating phone book directories on the handsets?

 

[edossantos]

Hello @ritd,

If you want to return a value for first name or last name when the database only has a company name, you can adjust the SQL query to cast the fields accordingly and do it... It's just a more complex SQL statement, but can be done.

Regarding not showing CRM contacts in desk phones, unfortunately that's not possible. The integration works adding the contacts to the global phone book, and your phones will show the names taken from there.

Kind regards.

 

[ritd]

Hi and thanks for your response.

Yes I can do the relevant SQL changes (wasn't really my issue) but our core issue is the sheer number of contacts and we don't want them on our desk phones (happy with them on PC, mobile etc as they are easily searchable). Everyone sees the incoming caller details on their PC's and mobiles, they aren't even looking at the handset when someone calls. For the time being we've had to develop our own call popup to lookup numbers because having hundreds of external contacts on our phones isn't usable when trying to quickly find internal numbers (more specifically on the DECT handsets when users are roaming the building).

I also gather handsets have limits on the total number of contacts too, which ultimately could cause issues.

 

[edossantos]

I understand. However, this can't be configured in a different way. When the integration is enabled, the contacts are added to 3CX and they will be visible from your phones.

 

[ritd]

Out of interest is there a way to disable the directory completely on the handsets by modifying templates?

Just looking at alternative options.

 

[edossantos]

Out of interest is there a way to disable the directory completely on the handsets by modifying templates?

Just looking at alternative options.

Please ask this question in the General forum. There's probably a way to configure your phones to avoid getting the phonebook, but I'm not sure to be honest, not an expert in that area...