CRM Query set to Always - but not working

[kevjones]

Hi all,

We have successfully integrated 3CX with our CRM . However, when we update a customer's record on our CRM with a different number and then testing with the number, 3CX returns the original customer record rather than the updated one. It doesn't appear to be time related as some records changed over 5 days ago and are still not showing the new record.

We have set the CRM Query to 'Always'. Is there any other caching or local 3CX address book synchronisation that needs to be disabled for the CRM to be the source of truth and always be queried first.

Many thanks

 

[Evolute IT]

Hi all,

We have successfully integrated 3CX with our CRM . However, when we update a customer's record on our CRM with a different number and then testing with the number, 3CX returns the original customer record rather than the updated one. It doesn't appear to be time related as some records changed over 5 days ago and are still not showing the new record.

We have set the CRM Query to 'Always'. Is there any other caching or local 3CX address book synchronisation that needs to be disabled for the CRM to be the source of truth and always be queried first.

Many thanks

The only cache is a 10min one.

If you go into Settings > CRM, and run the test using that number, does it take the right information? It may just not find the right contact, or none at all, so it matches directly with the phonebook entry.

 

[edossantos]

Please ensure that you don't have a normal contact added in the global phonebook. You can check this from the 3CX Console > Advanced > Contacts. Otherwise, that contact will be taken first.