CRM is creating contacts in my global address book - GDPR

[Tom Cowley]

Hi,

We're looking at setting up a customer care centre which will handle calls for the business, and as such I'm looking at implementing a CRM. The whole company currently uses the 3CX phone system, and our new customer care centre will consist of 4 new agents/employees. I've taken a look at a few of the integrations (Zendesk, Freshdesk) and while setting up the integration is straight forward and actually works pretty well, they both have the same problem which will prevent me from using it:

When a customer calls the 3CX Queue, they are added as a contact in the CRM and critically the company address book. This means that every single person across the business (who has a phone) can now see the customers name and phone number, and this simply isn't acceptable.

Has anyone else used a CRM with the 3CX, and how have you got around this? The only way I can see this working is if 3CX was to add the contact to a separate address book, or if the address book on the phone would filter out CRM contacts.

I would appreciate any advice.

Tom

 

[edossantos]

Hello Tom,

Unfortunately there is no solution for this at the moment. That's how CRM integrations work, by synchronizing contacts from the CRM to the 3CX Global Phonebook.

Kind regards.

 

[Tom Cowley]

The all or nothing approach to the synchronisation is such a shame as it means the integration is unusable. I hope you consider changing this in the future. I'm sure other people are having the same issue.