CRM Integration works in V18, but not in V20

[Lstclair55]

Hi, We have a crm integration that works perfectly fine in V18, but when we load it into V20 it does not.

 

[Lstclair55]

The setup is for exact matching.

Numbers don't exist as a user within 3CX

 

[TheodorosG_3CX]

Do you answer the call?

 

[Lstclair55]

Yes, but before in V18 it would display the name of the person as well as the 'CRM' hyperlink before answering.

It doesn't display once answered either.

 

[TheodorosG_3CX]

I would suggest that you create a support ticket so we can check and advice further.

 

[david90]

We encountered this problem when developing our own CRM integration.
The number returned by the CRM must be strictly identical to the number sent by 3CX, otherwise it doesn't match.
If 3CX send E164, CRM must send E164.
If 3CX send a national format, the CRM must return a national format.

In your example, you send +447534414703 (the + is added by 3CX, as you may have set your XML this way, as can be seen in the "Request text").
However, your CRM returns "07534 414703": this doesn't match. You need to return the value "+447534414703".

Translated with www.DeepL.com/Translator (free version)

 

[edossantos_sipcaller]

We encountered this problem when developing our own CRM integration.
The number returned by the CRM must be strictly identical to the number sent by 3CX, otherwise it doesn't match.
If 3CX send E164, CRM must send E164.
If 3CX send a national format, the CRM must return a national format.

In your example, you send +447534414703 (the + is added by 3CX, as you may have set your XML this way, as can be seen in the "Request text").
However, your CRM returns "07534 414703": this doesn't match. You need to return the value "+447534414703".

Translated with www.DeepL.com/Translator (free version)

This actually depends on your configuration in Admin > System > Phonebook > Options. If you configure Exact Match there, then an exact match is expected. If you configure it to match the last 7 digits for example, then just matching the last 7 digits will be enough to get that record.

 

[Lstclair55]

This actually depends on your configuration in Admin > System > Phonebook > Options. If you configure Exact Match there, then an exact match is expected. If you configure it to match the last 7 digits for example, then just matching the last 7 digits will be enough to get that record.

The problem with that is that it only passes those digits of the phone number in the URL to perform the API lookup and not the full number.

 

[Lstclair55]

We encountered this problem when developing our own CRM integration.
The number returned by the CRM must be strictly identical to the number sent by 3CX, otherwise it doesn't match.
If 3CX send E164, CRM must send E164.
If 3CX send a national format, the CRM must return a national format.

In your example, you send +447534414703 (the + is added by 3CX, as you may have set your XML this way, as can be seen in the "Request text").
However, your CRM returns "07534 414703": this doesn't match. You need to return the value "+447534414703".

Translated with www.DeepL.com/Translator (free version)

So would a solution be to send a national format?

It's really getting my head scratching as worked perfectly well under V18.

 

[edossantos_sipcaller]

The problem with that is that it only passes those digits of the phone number in the URL to perform the API lookup and not the full number.

In this case you should run the lookup in the CRM using the last digits only. I mean, you should use a query with "number like XXXX" style, instead of checking for equal.....