CRM Lookup By Number Successful, but does not show if not Added to 3CX company phonebook

[shak]

Hi,

We wanted CRM Lookup By Numbers to always take place, and didn't want to store the results in the 3CX company phonebook.

When we switch off the "Add CRM contacts to 3CX company phonebook when a call or message is sent or received." setting, we can see a lookup occurring when a phone call comes in, but it doesn't get passed through to the client.

When it is switched on, it does.

In both cases, we can see a SQL lookup occurring and the same result being returned.

We had set Query CRM to Always.

Any idea if what we're trying to do is possible? i.e. not store the results, but still be able to pass the looked up Caller ID?

Currently on 18.0.

Thanks

 

[TheodorosG_3CX]

I don't see any problem here as the contact is returned to the PBX, however the return does not return any Mobile or Phone number field and there is no contact url returned which is also required.

 

[hozi]

We've found the issue. In the response from our CRM system the number did not come back in the exact same format as it was queried (e.g. leading zeros) because it is stored differently (e.g. with "+" sign).

We were able to solve this issue by including the number that was queried in our response in one of the fields (in our case we used the field otherphone). Now the output seems to be marked as "valid" or "accepted" and we receive the outpout that is shown in the WebApp and in the 3CX Desktop App.

However, the smartphone app does not show the caller name and company when the caller calls. The call log shows the name from the CRM entry but in the moment a caller calls it is not shown in the smartphone app (android). Is there a way to get this working?

 

[TheodorosG_3CX]

The mobile app will take the contacts from the 3CX Phonebook.
Is the CRM contact added in the phonebook?

 

[hozi]

No, it is not added to the phonebook. I do not quite understand why this feature is not working in the mobile app whilst it is working for the webclient. The query of the contact details is done server-sided so 3CX should be able to provide this information in the mobile app as well?
Can you please check if this feature is planned to be implemented in one of the next versions of the mobile app or forward it to your development team?

 

[TheodorosG_3CX]

The CRM contact will be sent to the Web Client or Desktop App as this is the default behavior.

 

[hozi]

Sorry to say but this is not the answer to my question.
Why is the CRM contact not sent to the mobile app?
Is this feature planned to be implemented or can you add it as a feature request?

As many teams are working remotely and using the 3CX mobile app this would be a great feature for many I reckon. What do you/other users think?

 

[TheodorosG_3CX]

You need to add the contact in the 3CX Phonebook in order to see it in the mobile app.

 

[hozi]

Dear @TheodorosG_3CX,
I appreciate your prompt replies and would like to thank you very much that you are very active contributor in this forum - Thank you very much!

I have understood your answer that we need to add the contact in the 3CX phonebook to see it in the mobile app.
However, we do not want to add contacts to the 3CX phonebook because we already have the contacts stored in the CRM system. Plus, we have an awesome 3CX CRM integration which can lookup contacts in the CRM system and display the contacts name in 3CX WebApp when a caller calls and this 3CX CRM integration also can already search contacts via the contacts tab within 3CX apps.

So my questions remain the same:
Why is the identified CRM contact sent to the WebApp but not sent to the mobile app?
Is this feature planned to be implemented?
And can you add it as a feature request for one of the next releases of the mobile app?

 

[TheodorosG_3CX]

@hozi Thank you for the heads up.
This behavior is by design as actually the contact along with the contact URL is sent to the web client.
Currently this cannot be changed and i cannot confirm whether this will change in the future.

 

[AusAdvantage]

@hozi - Confirming we get the same behaviour which and we want the same outcome. The source of truth should be the CRM and we do not want contacts to be stored in 3CX.

 

[hozi]

@TheodorosG_3CX Any update if the identified CRM contact will be sent to the mobile app and displayed during an incoming call?
Is this feature planned to be implemented?

 

[VoIPTools]

You may want to take a look at our 3CX Contacts Sync tool.