Custom CRM Template integration , Query CRM Always , do not query always.

[Goga]

HI,

I have make Custom CRM template , and it is working perfectly fine, only issue I am facing is when contact is matched in 3cx Contact , 3cx do not query look up to CRM .

I have enable Setting -->CRM Integration--> Query CRM --> Always.

Still It not query.

Log show as below :
2021/05/13 16:24:43.140|8444|0008|Verb|CRM: LocalMatches=. Number=0995015996, connection=2405, state=Dialing
2021/05/13 16:24:43.140|8444|0008|Info|CRM: Synchronize(...) called
2021/05/13 16:24:43.140|8444|0078|Info|CRM: maxConcurrency=2
2021/05/13 16:24:43.141|8444|0078|Info|CRM: making request to CRM. Number=0995015996
2021/05/13 16:24:43.145|8444|0008|Trac|###TRANSACTION.926 started
2021/05/13 16:24:43.145|8444|0008|Verb|Enqueue Inserted.TRANSACTION.926
2021/05/13 16:24:43.145|8444|0011|Verb|Dequeue Inserted.TRANSACTION.926
2021/05/13 16:24:43.146|8444|0008|Trac|+++TRANSACTION.926 updated - elapsed 1.3878
2021/05/13 16:24:43.146|8444|0078|Info|CRM: Contact Wphonebook.528: Wtenant.1: default - - goga kenya was updated from CRM
2021/05/13 16:24:43.146|8444|0078|Info|CRM: New lookup data '528' will be attached to all connections related to number 0995015996

2021/05/13 16:24:43.147|8444|0011|Verb|Dequeue Deleted.TRANSACTION.926
2021/05/13 16:24:43.147|8444|0078|Verb|Removed from processing. Number=0995015996
2021/05/13 16:24:43.147|8444|0078|Info|CRM: processing of 0995015996 has been finished

After I delete contact , then it query contact look up to CRM .

Is there any way I can force 3cx to query everytime call come in system .
Reason I want this is because everytime CRM response with new URL, which then redirect agent to the new caseID.

Any help !.

 

[edossantos]

From the log we can see that the lookup is being made, but in this case the existing contact will be used, and the new contact added will be ignored.

The CRM templates are note designed for the scenario you're trying to use. Calls from the same contact should return the same Contact URL.

In your case, I would recommend that, instead of using a CRM template, you configure an URL to launch from the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables. Here you can configure an URL which includes the caller's number, and then your system can create a new case for this call and redirect the page to that case.

 

[Goga]

In your case, I would recommend that, instead of using a CRM template, you configure an URL to launch from the Web Client > Settings > Integration > Auto launch a Custom Contact URL using variables. Here you can configure an URL which includes the caller's number, and then your system can create a new case for this call and redirect the page to that case.

Custom URL with case no is send by CRM to us , is there any other way , as we need to send them call journal also .What if I delete all CRM contact specific to that number .
I mean when call come to system it first goes to CFD , then CFD run C# script to delete that contact from contact book if exist , would that help , please let me know. Would it be possible for you to provide some assistance related to script.

 

[edossantos]

Custom URL with case no is send by CRM to us , is there any other way , as we need to send them call journal also .What if I delete all CRM contact specific to that number .
I mean when call come to system it first goes to CFD , then CFD run C# script to delete that contact from contact book if exist , would that help , please let me know. Would it be possible for you to provide some assistance related to script.

That could be an option, but there is no CFD component to remove a contact from 3CX.