CRM API Lookup Intermittent on Yealink handset

[OAH]

I have setup a custom CRM integration with our CRM Eworks.

The lookup is working 100% of the time on the windows app/softphone.

On our Yealink Hansetts the initial inbound call doesn't allways display the contact, if i call back again quickly it seems to work every time.

I am on V20 U9.

Does anyone have any idea what I can do to resolve this or is it to be expected ?

 

[Evolute IT]

I have setup a custom CRM integration with our CRM Eworks.

The lookup is working 100% of the time on the windows app/softphone.

On our Yealink Hansetts the initial inbound call doesn't allways display the contact, if i call back again quickly it seems to work every time.

I am on V20 U9.

Does anyone have any idea what I can do to resolve this or is it to be expected ?

Normal.

On the first call, the contact is looked up, and you enabled "add to phonebook", so it adds it (I personally recommend leaving that off usually.)

Once added, the phones can read the phonebook and thus, show the name.

On the initial call, the call reaches the phone sometimes before the contact is even looked up (it's all async), so it will never show on the first call. Only subsequent ones.

 

[OAH]

I am not currently adding the looked up contact details to the phonebook and don't intend on doing so.

We have a use case where we need to keep our company phonebook restricted from certain users / departments, so using this lookup with departmental phonebooks seems the best scenario currently availible.

I suppose I was wandering if there was a way to delay the call for a fraction of a second or some other way to increase the reliability of the contact display on the handset. the API lookup sdeems to be completing reliably between 0.2 & 0.4 seconds

Its not a show stopper as the details are reliable in the softphone, would just be nice.

 

[SoterisH_3CX]

Hello @OAH

Are the inbound calls routed to a queue?

I'm not sure if that's the case, but please consider the following:

In SP9, we improved CRM contact resolution on IP phones for incoming calls routed to a queue. The CRM caller display name is updated during subsequent polling cycles.

For incoming calls routed directly to a ring group or an extension, the IP phone does not perform CRM contact resolution.

Note that the contact may not be displayed during the initial polling cycle. Once the CRM information becomes available, it will be displayed on the IP phone during the next available polling cycle.

 

[Evolute IT]

In SP9, we improved CRM contact resolution on IP phones for incoming calls routed to a queue. The CRM caller display name is updated during subsequent polling cycles.

This is cool! Didn't know that!

 

[OAH]

Thats useful information thanks.

We have most calls going into queue's now but maybes some are still going to ring groups.

I will check my call handling to see if we are still routing anything to ring groups.