Custom CRM integration via MS SQL not updating contact after initial creation

[Michael.F]

Hi all,

we've successfullly integrated your own CRM via the SQL based integration, which seems to work so far.
Unknown numbers are also INSERTed in the DB if no record for the caller number is found in the CRM DB.

After we update such a record, created by 3CX, in our CRM, it is never updated in 3CX The only way to 'synchronize' the CRM entries in 3CX contacts seems to delete them all and let them insert again as calls arrive.

It would be nice to have a kind of import/sync button also for SQL based CRM integration, or am I missing something?

Is it differnt with REST based custom CRM integration? We could also use REST instead of SQL, if there is some possibility to update the 3CX contact information from the CRM afterwards.

Best regards in advance and have a nice weekend
Michael

 

[edossantos]

Contacts should be updated when they call you again, or you call them, as long as the contactid (for the database integration) remains unchanged. You can enable verbose logs in 3CX, make a call and check the 3cxSystemService.log file, so you can confirm if the contactid is the same or not.

Any error will also be visible there.

The integration works in the same way for REST services or databases.

 

[Michael.F]

Thank you for clarification.
We‘ve also found out that the numbers differ depending if the call was outgoing or incoming. Outgoing calls have always international format behause of our outgoing rules for our SIP provider. Incoming calls are missing the country prefix. Exception are foreign calls from other countries.
Could this be an issue regarding CRM lookup? In what format should we store the numbers in our CRM? Including country prefix (preferred if possible) or without?

 

[edossantos]

If you use the SQL integration, you can adjust your query using a "LIKE" statement in your WHERE clause, so you check the last N digits. For example, if your local numbers are 9 digits length, you can check the last 9 digits, and it will work for inbound and outbound calls without differences.