CRM pop up not activating?

[Darryl123]

Hi guys,

A big thank you to all who helped me with my CRM template. It has been working great however I had issues with the caller name not populating on the phone display so I tweaked it a little to accommodate this.

An unexpected bi-product of this is that the CONTACTID pop up is no longer working and I am very confused.

Here is the log that indicates we're got a successful call and the Contact URL that is created is correct - just no pop up action.



Anyone able to advise?

2023/11/01 14:50:02.332|9364|0064|Verb|CRM: Filtered variables for matching:
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'Email' = '[email protected]'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'CompanyName' = 'xxxxxxxxxxxxxx'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'FirstName' = 'Darryl'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'PhoneMobile' = 'xxxxxxxxxxx'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'FullName' = 'Darryl xxxxxxxxxxxxxxx'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'type' = 'person'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'ContactID' = 'f6b48e8f-6931-4865-a0a4-c5b478f96046'
2023/11/01 14:50:02.332|9364|0064|Verb|CRM: 'LastName' = 'xxxxxxxxxxx'
2023/11/01 14:50:02.332|9364|0064|Info|CRM: providing found CRM contact to subscribers. call: 0000018B8B5CDE04_368, number: 447944693251

2023/11/01 14:50:05.088|9364|0064|Info|Sending PUSH call-ended for dn=204, replaces=BUqFilxtNEsSsrygKo7_3w..;from-tag=fd64f84d;to-tag=7e49c904, callerid=447944693251, callername=xxxxxx xxxxxxxxx, callid=368

2023/11/01 14:50:05.089|9364|0064|Info|Sending VAPID PUSH to extension 204 device Chrome on Windows


2023/11/01 14:50:05.112|9364|0064|Verb|Dequeue Deleted.CONNECTION.2108
2023/11/01 14:50:05.112|9364|0064|Info|Sending PUSH call-ended for dn=206, replaces=gj6IzteH1Bj8kErJHL-qng..;from-tag=0fc37f73;to-tag=fae02a7a, callerid=447944693251, callername=Darryl xxxxxxxxxxxxx, callid=368
2023/11/01 14:50:05.112|9364|0064|Info|Sending PUSH to extension 206 device samsung SM-G998B

2023/11/01 14:50:05.112|9364|0064|Info|Length of PUSH data to be sent to FCM: 484 bytes

2023/11/01 14:50:12.553|9364|0012|Verb|CRM: call ended and contact lookup is complete, reporting call...

2023/11/01 14:50:12.554|9364|0064|Verb|CRM: Call Journaling event received, but CRM template doesn't implement the ReportCall scenario, discarding event.

 

[edossantos]

Do you see the contact name and CRM link in the Web Client when you receive this call? If you see this information, and it's just the popup that is not working, then you should check the Web Client > Settings > Integration, and confirm that you have the right option selected there.

 

[Darryl123]

So this is what I see above


When I go to the actual contact in the web client I do see a CRM tag and the link. The link is correct.


I have checked that there are no duplicate entries for the phone number in other contacts in the address book.


Thank you!

 

[edossantos]

Is this number configured as the mobile number of an extension by any chance?

 

[Darryl123]

Well done. this is absolutley the case. We have been testing this ourselves and, of course, we all have extensions linked to our mobile numbers. This DOES work for external calls inbound.

 

[TheodorosG_3CX]

Note that if the call is from a number that is also a mobile number of an extension the contact pop-up will not work.