CRM INTEGRATION not working as expected, contacts automatic deleted after some minutes and not show caller name on first call

[TheAndryx]

Hi, we’re using the crm integretion trough the xml file ( and the crm software from the website ).

With that we’re trying to get contacts information from our crm software to show the contact information ( name, surname and company ) on our phones.



When the call arrive the request return the correct datas ( seen trough the log file ). And the 3cx creates a row inside contacts with the “CRM” tag.

But on the first call the phone show the phone number and not the name I’ve returned from the request.

If the user call again within 10 minutes, it start to work correctly and show the correct surname, name but after 10 minutes the row created inside contacts is deleted and at the next call it start again not working

Is there a way to solve this problem?



Example

1)Caller number: 030123456



2)Response from crm:

Name : “John”

Surname: “Doe”

Number: 030123456



3)Data saved TEMPORARY inside contacts

Name : “John”

Surname: “Doe”

Number: 030123456



4)TEXT SHOW ON THE PHONE

030123456



5)Call again within 10 minutes

Caller: 030123456

TEXT SHOW ON THE PHONE

“Doe, John”



AFTER 10 MINUTES EVERYTHING RESTART FROM POINT 1



So basically on the first call every 10 minutes the crm data are ignored and the phone shows only the caller number and not the data I need ( and send correctly ) from the CRM

 

[JohnS_3CX]

Hi,

To match caller IDs to customers when 3CX receives an inbound call, it queries the CRM system to look up the customer name. If found, the contact is added in 3CX Contacts (CRM tag), the caller name is displayed in the Web Client and the contact entry includes a link to open the CRM contact.

- So first check that the contact is created in 3CX with the CRM tag

- After the 10 minutes, refresh and check if it is still there (the CRM data is cached and the sync happens every 10 minutes so as to not generate too much traffic).

If you edit the contact in your CRM or make any changes to the contact (edit/delete/move) then those changes should appear in 3CX during the next sync. What you said would suggest that at the next sync, the data is removed or no longer accessible from the fields that 3CX reads. You might have to check what your CRM is doing or perhaps what the users may be doing.

Use the webclient for your testing/troubleshooting - do not use deskphones

 

[edossantos]

This happens because the deskphone is receiving the call before 3CX gets the results from the CRM. the Web Client can be updated once the call has started, but not the deskphone. This is why this will work fine with the Web Client for the first call, but only for subsequent calls with desk phones.

 

[alberto.azzini]

Hello, even if the call passes though an IVR, then to the phones, the problem is still there.
So it's not a "phone" problem but there is something else.

 

[edossantos]

Hello, even if the call passes though an IVR, then to the phones, the problem is still there.
So it's not a "phone" problem but there is something else.

If you want to see the caller's name for the first call, you need to use a 3CX client.

 

[alberto.azzini]

If you want to see the caller's name for the first call, you need to use a 3CX client.

Isn't it possible to do that on 1st call too (maybe via a CFD) or to automatically sync all contacts inside CRM into 3CX (perhaps during nights)? Like it's now it's unuseful for the purpose.

 

[edossantos]

Isn't it possible to do that on 1st call too (maybe via a CFD) or to automatically sync all contacts inside CRM into 3CX (perhaps during nights)? Like it's now it's unuseful for the purpose.

No, unfortunately that's not possible. If you only care about the names, you can manually export your contacts from your CRM, and import them to 3CX:
https://www.3cx.com/docs/manual/pbx-crm-integration/#h.aorc059zoz8b

With this approach you will not get the CRM link, or the popup. And, this has to be done manually, maybe you can do it once a week...