Custom CRM returns 2 contacts, on the first call phone display only phone number. On second call displays client name. Why only number on first call?

[greychain]

Custom CRM returns 2 contacts, on the first call phone display only phone number.

On second and subsequent calls display client name.

Why does the phone only number on first call?

 

[edossantos]

Because in the first call the contact is not in the 3CX phonebook.

 

[greychain]

I did a test with a customer that only returns a single set of data and their name shows on the phone.

 

[edossantos]

This is not related to the number of records returned by the CRM. It depends on if the contact is in 3CX contacts when the call is sent to the phone. For example, if the call goes first to a queue, and then to the extension, then most probably the CRM lookup will return a value fast enough to add it to the 3CX phonebook before the call is sent to the extension. But if the call is sent to the phone as soon as it arrives to 3CX, without other entities between, then the contact will not be available when the call is sent to the phone.

 

[greychain]

Thanks for clearing that up, yes for testing the calls are being directly routed to the extension.