CRM lookup on outbound calls

[Jörg Müller]

Hello,

In v15.5 I did integrate our internal CRM Database and it worked as both, CRM lookup for inbound calls and Phonebook for outbound calls.

Since we updated to v16, this does not work anymore.
Now we have to wait for Customers/Vendors to call us the first time until they show up the first time in the internal phonebook, so you can look up the entries drom web-, soft- or mobile client.
Just some Vendors do call always from a central number, so the direct extension, which we have in the CRM Database, will never be "pulled" in the local phonebook.

Is there any way in v16, where I can use a central Database as baseline for the CRM and phonebook again? So phone clients can use it as outbound call number lookups?

Thank you for any help and suggestions.
Regards
Joerg

P.S. Exchange Server or Office 365 as global phonebook are no options in the company I work for

 

[edossantos]

In v16, when you use the 3CX Web Client, you will see the caller name even for the first call. For other devices, it will be shown for subsequent calls only.

If you need to have all your database contacts in 3CX contacts at once, you can export them from the database, and import them as 3CX contacts from a CSV file.

 

[Sobiera]

I also would like to see the feature again like in version 15.5.
It would be create if you would not need the odbc for this, but it is not really usefull if the person needs to call you first.

 

[Jörg Müller]

I fully agree, to have the CRM contact to call you first is not always useful.

Especially in our environment, we are operating currently 12 separate phone systems (let’s not discuss about whether this makes sense, its company policy) In the end it will be 18 separate phone systems.

Having those Phonebooks synchronized was quite a bit of work. Using ODBC connection to a database and have a central point for changes did make things easier. In addition, all changes where instantly visible in all connected systems phonebooks.

I really would like to switch to v16 with all those systems, as many features increased usability and quality, but this one feature make me struggle.

@3cx support: Is it likely to get this feature back in the future?

Thank you

 

[edossantos]

Please suggest this through the 3CX Ideas site, if many users need this, it will be considered to be added in the future:
https://www.3cx.com/community/forums/3cx-ideas/