Custom template CRM Phone Lookup

[Lennart]

Hi guys,

i am trying to create a custom CRM template. I have one issue that when i am calling to the 3CX twice in 5 minutes there is only one lookup for the phone number.
Is this a known issue or am i doing something wrong?

 

[Evolute IT]

Hi guys,

i am trying to create a custom CRM template. I have one issue that when i am calling to the 3CX twice in 5 minutes there is only one lookup for the phone number.
Is this a known issue or am i doing something wrong?

This is the expected behaviour. There is a 5 minutes cache time to reduce the number of requests. It's also pretty rare that a contact name changes in 5min.

Note that the Contact URL is used to distinct contacts so some CRMs changes the URL when the name or type is changed (ex. Salesforce).

 

[edossantos]

This is the expected behaviour. There is a 5 minutes cache time to reduce the number of requests. It's also pretty rare that a contact name changes in 5min.

Actually the cache time is 10 minutes, but the concept is the same. If you make 2 calls in less than 10 minutes, only the first will trigger the lookup, the second call will get the information from cache.

 

[Lennart]

Actually the cache time is 10 minutes, but the concept is the same. If you make 2 calls in less than 10 minutes, only the first will trigger the lookup, the second call will get the information from cache.

Thank you for your reply. The first time that a person calls the lookup is not getting used by 3CX. It only shows the second time when it is pulling the data from its cache. Is that a bug or am i doing something wrong?

What we are trying to accomplish is that a person calls us, 3CX is pulling the data from our custom CRM and create a log entry. We then open the log entry in our CRM (browser) on the computer (Mac OS) from the person that answers the phone call. We can use the contact lookup trigger for creating a log entry and say if a person calls a couple times in less then 10 minutes use the same entry.

The only challenge what we left is that we don't want to use the web client and that the softphone client is not supporting CTI on a MAC. Do you have any idea how we can setup a workflow like this?

 

[edossantos]

Thank you for your reply. The first time that a person calls the lookup is not getting used by 3CX. It only shows the second time when it is pulling the data from its cache. Is that a bug or am i doing something wrong?

This is the case when you receive the call in a regular phone, because 3CX is doing the lookup while the call is being sent to the agent, and the caller name can't be changed once the call has started. However, if you use the Web Client, you will see the caller name even for the first call.

What we are trying to accomplish is that a person calls us, 3CX is pulling the data from our custom CRM and create a log entry. We then open the log entry in our CRM (browser) on the computer (Mac OS) from the person that answers the phone call. We can use the contact lookup trigger for creating a log entry and say if a person calls a couple times in less then 10 minutes use the same entry.

I am guessing that you will return a different Contact URL for different calls from the same number. This will not work as you expect, because even if the second call returns a new URL and a new contact is created in 3CX, the first matched contact will take precedence, and the URL of that first matching contact will be sent to the Web Client. The only option would be deleting all the CRM contacts periodically, however there is no way to automate this. You would have to do it from the 3CX Console...

The only challenge what we left is that we don't want to use the web client and that the softphone client is not supporting CTI on a MAC. Do you have any idea how we can setup a workflow like this?

Only the Web Client will popup the contact URL returned from your CRM.