Contacts duplicated when integrating CRM

[asjustis]

Hi,

I am writing regarding another system than I specified - the one which allows CRM integration.

So I've bumped into an issue with the contacts when integrating custom CRM (Dentally). When we get inbound calls, the CRM contact link opens correctly as expected.

However, I want the system to also allow opening the CRM calls for outbound calls, which doesn't work if there's a 3CX contact with that phone number in the system. So that really hurts the experience because either:
1) I can keep only CRM contacts. Outbound calls work correctly. However, we'd really need the option to sync/import all options from CRM (even if manually) in order to be able to easily make calls from 3CX. Otherwise, keeping just the CRM contacts when the inbound call is made is clearly not sufficient for existing systems.
2) I can import all contacts from the CRM, which allows easily make calls directly from 3CX, but since the contact is marked as "3CX" type, it does not show an option to open the CRM contact link.

So I am forced to use one or the other, or duplicate the contacts, which also doesn't show an option to open the CRM contact link. Am I missing something here, is there a workaround, or a way to import all CRM contacts as "CRM" contact type? Any help would be much appreciated.

Thanks,
Justinas

 

[TheodorosG_3CX]

Please note that there is no option to import CRM contacts in bulk to the 3CX Phonebook.
Contacts will be synced(if there is a match returned) once there is an inbound call.

 

[asjustis]

Thanks @TheodorosG_3CX , that's a shame. Is it possible to somehow keep contacts in 3CX and still access/open CRM user information for BOTH inbound and outbound calls?

 

[TheodorosG_3CX]

Once the contact is synced you also have the contacturl information that is coming from the CRM. This can only be triggered once you make or receive a call.

 

[asjustis]

Got it. Thanks. Not ideal, syncing all CRM would be a great addition, but thanks for clarifying.

 

[edossantos]

Please note that now the CRM contact synchronization is not mandatory. I mean, you could import all your contacts as 3CX contacts. Then configure your CRM integration as follows:


Query CRM = Always
Add CRM contacts to 3CX Company Phonebook = False

This way, the contact lookup will be triggered when you make or receive a call, but a CRM contact will not be added to 3CX. Until 3CX receives a response from the CRM, the details will be taken from the phonebook and shown in the Web Client. Once 3CX gets a response from the CRM, the name will be updated, and the CRM link will be shown. You will not see duplicates in the phonebook because contacts will not be synched.