CRM Caller Name / Contact not displayed on the first call

[ayalon]

I'm using 3CX Pro and I was able to create a CRM template, that queries a phone directory and returning the according contact.

I activated the template and successfully tested it.
If I make a call, a new contact is created of type "CRM" in the contacts.

The main problem is: The caller name is not displayed the first time the caller id is calling on my provisioned SNOM 821.

If I repeat the procedure above, I works perfectly and the name is displayed on the phone display.

What is needed to get this to work on the first call? This is crucial if you want to identify call centers and other useless callers.

Is this a bug?

 

[edossantos]

Hello @ayalon,

This is something we're aware of, and happens because of the following:
1) The external call arrives to 3CX, and then the CRM Engine performs the lookup of the contact in your CRM using the template provided.
2) At the same time, the call is routed to your snom phone. At this point, we don't have the caller name yet, because the resolution takes a few milliseconds. So your deskphone can't show the caller name.
3) When the CRM Engine gets the result, a new contact is added to 3CX contacts. Unfortunately, already started calls can't be edited to change the caller name.

However, if you use the 3CX Web Client, you WILL see the caller name as soon as 3CX receives it from your CRM, because we are able to edit the caller name there. So, the solution to get the caller name also for the first call from a contact, is using the 3CX Web Client.

Kind regards.