Dynamics 365 CRM - not opening Pop-Up for contact

[Heine]

Hi.

We used the 3cx documentation for the Dynamics 365 integration, but i do not get the pop-up with the Contact information.
Test of the integration works, and gives the correct details back. I'm using the web client (as the new Windows app is not supported?) and i'm using V18.

Please assist.
Heine

 

[edossantos]

Do you see the contact card when you receive the inbound call in the Web Client?


If you see it, then the contact is being matched, and probably the browser is blocking the popup. If you don't see this, then we need to check the logs to understand why Dynamics is not returning any contact for the number being searched. To do this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, then make a test call and check the 3cxSystemService.log file.

 

[Heine]

Hi, i do not see the contact card.

Log is below:

Test CRM integration
Please enter a phone number to search in CRM
+316xxxxxxxx
Search result
CRM log
Started scenario with empty id
Started Auth
Request text: https://login.microsoftonline.com/DELETED/oauth2/token
Request form value refresh_token set to REQUEST-TOKEN-REMOVED
Request form value grant_type set to refresh_token
Request form value client_id set to cda921dd-2428-4881-9c17-b2b442928961
Request form value resource set to https://ACCOUNTNAME.crm4.dynamics.com
Response text: {"token_type":"Bearer","scope":"user_impersonation","expires_in":"3599","ext_expires_in":"3599","expires_on":"1633078836","not_before":"1633074936","resource":"https://ACCOUNTNAME.crm4.dynamics.com","access_token":"ACCESS-TOKEN-REMOVED"}
Response finished
Variable AccessToken set to
VARIABLE-TOKEN-REMOVED
Variable RefreshToken set to
REFRESHTOKEN-REMOVED
Variable ExpiresIn set to 3599
Finished Auth
Request text: https://ACCOUNTNAME.crm4.dynamics.c...s1&$filter=contains(telephone1,'31640xxxxxx') or contains(telephone2,'31640xxxxxx') or contains(telephone3,'31640xxxxxx') or contains(fax,'31640xxxxxx') or contains(address2_telephone1,'31640xxxxxx') or contains(address2_telephone2,'31640xxxxxx') or contains(address2_telephone3,'31640xxxxxx') or contains(address2_fax,'31640xxxxxx') or contains(pager,'31640xxxxxx')
Response text: {"@odata.context":"https://ACCOUNTNAME.crm4.dynamics.c..._telephone3,address2_fax,pager,emailaddress1)","value":[]}
Response finished
Finished scenario with empty id
Started scenario with empty id
Request text: https://ACCOUNTNAME.crm4.dynamics.c...filter=contains(assistantphone,'31640xxxxxx') or contains(managerphone,'31640xxxxxx') or contains(mobilephone,'31640xxxxxx') or contains(business2,'31640xxxxxx') or contains(home2,'31640xxxxxx') or contains(address1_telephone1,'31640xxxxxx') or contains(address1_telephone2,'31640xxxxxx') or contains(address1_telephone3,'31640xxxxxx') or contains(address1_fax,'31640xxxxxx')
Response text: {"@odata.context":"https://ACCOUNTNAME.crm4.dynamics.c...dress1_telephone3,address1_fax,emailaddress1)","value":[{"@odata.etag":"W/\"69524618\"","firstname":"firstname","lastname":"ACCOUNTNAME","_parentcustomerid_value":"4100f09f-3dde-e611-80f9-5065f38b03b1","assistantphone":null,"managerphone":null,"mobilephone":"+31640xxxxxx","business2":null,"home2":null,"address1_telephone1":null,"address1_telephone2":null,"address1_telephone3":null,"address1_fax":null,"emailaddress1":"[email protected]","contactid":"f7eea459-44de-e611-80f9-5065f38b03b1"}]}
Response finished
Variable ContactId set to f7eea459-44de-e611-80f9-5065f38b03b1
Variable AccountId set to 4100f09f-3dde-e611-80f9-5065f38b03b1
Variable FirstName set to firstname
Variable LastName set to ACCOUNTNAME
Variable Email set to [email protected]
Variable PhoneBusiness set to
Variable PhoneBusiness2 set to
Variable PhoneOther set to
Variable PhoneMobile set to +31640xxxxxx
Variable PhoneHome set to
Variable PhoneMobile2 set to
Variable PhoneHome2 set to
Variable FaxBusiness set to
Variable FaxHome set to
Started GetAccountName
Request text: https://ACCOUNTNAME.crm4.dynamics.com/api/data/v8.2/accounts?$select=name&$filter=accountid eq '4100f09f-3dde-e611-80f9-5065f38b03b1'
Response text: {"@odata.context":"https://ACCOUNTNAME.crm4.dynamics.com/api/data/v8.2/$metadata#accounts(name)","value":[{"@odata.etag":"W/\"69524592\"","name":"ACCOUNTNAME","accountid":"4100f09f-3dde-e611-80f9-5065f38b03b1"}]}
Response finished
Variable AccountName set to ACCOUNTNAME
Finished GetAccountName
Finished scenario with empty id
Started scenario with empty id
Response finished
Finished scenario with empty id
Started scenario with empty id
Response finished
Finished scenario with empty id
Started scenario with empty id
Response finished
Finished scenario with empty id
Result obtained

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Select a CRM Solution

Microsoft Dynamics 365
Follow this guide to configure your CRM and fill in the fields below. After click the TEST button to ensure correct configuration.
Query CRM
Always
General Configuration
Application ID:
APP-ID-REMOVED
Tenant:
TENANT-ID-REMOVED
Domain:
https://ACCOUNTNAME.crm4.dynamics.com
Contact Lookup Order:
Contacts/Leads/Accounts
Refresh Token:
TOKENHERE
Enable Call Journaling
Extension Field ID:
ACCOUNTNAME_extension
Call Subject:
VOIP PhoneSystem Call
Answered Inbound Call:
[DateTime]: Answered incoming call from [Number] [Name] to [Agent] ([Duration])
Missed Call:
[DateTime]: Missed call from [Number] [Name] to [Agent]
Answered Outbound Call:
[DateTime]: Answered outgoing call from [Agent] to [Number] [Name] ([Duration])
Unanswered Outbound Call:
[DateTime]: Unanswered outgoing call from [Agent] to [Number] [[Name]]
Enable Chat Journaling
Extension Field ID:
extension
Chat Subject:
3CX PhoneSystem Chat Session
Enable Contact Creation
Create Contacts on Call Direction:
Inbound
Create Lead or Contact:
Contact
New Contact First Name:
New
New Contact Last Name:
3CX Contact [Number]
New Lead Subject:
New Lead From 3CX Call

 

[Heine]

To add: we deleted all entries containing the mobile number from the 3CX address book, and we see it is being added to 3CX from the CRM system. No icon in the pop-up however.

 

[edossantos]

To add: we deleted all entries containing the mobile number from the 3CX address book, and we see it is being added to 3CX from the CRM system. No icon in the pop-up however.

Thanks for your feedback. If you see the contact being added to 3CX Contacts, that means that the integration is working and the contact details are being obtained.

If you're still not seeing the contact card, please check the following:
1) You should be using the Web Client or the Desktop app. Other clients don't have this integration.
2) The number from which you're making this test call shouldn't be the mobile number of an extension, otherwise it will be considered a call from this mobile and not the CRM contact.

 

[Heine]

Hi, thanks for getting back to me.

I tried the web and new Windows app to no avail: i removed the mobile number from my own extension (that is the test number i'm trying from) but it is not working: no CRM pop up or icon in the call screen.

Please assist.

 

[edossantos]

Hi, thanks for getting back to me.

I tried the web and new Windows app to no avail: i removed the mobile number from my own extension (that is the test number i'm trying from) but it is not working: no CRM pop up or icon in the call screen.

Please assist.

Can you try calling from a different number? This number is probably set for another extension. I would have to see the support information bundle to confirm this, but I'm pretty sure.

 

[Heine]

Hi, We tried from a different number and the result is the same: the addressbook entry under contacts is made with the "CRM" label, but in the pop up there is no icon.

What can i generate to provide you with the correct information?

- Edit: it looks like my co-workers DO see the pop-up. It gets triggered for everyone who is in the queue (instead of only the person answering the call). Noteworthy: i'm using the Teams integration, while my co-workers are not. Is this perhaps relevant?

 

[edossantos]

Hi, We tried from a different number and the result is the same: the addressbook entry under contacts is made with the "CRM" label, but in the pop up there is no icon.

What can i generate to provide you with the correct information?

- Edit: it looks like my co-workers DO see the pop-up. It gets triggered for everyone who is in the queue (instead of only the person answering the call). Noteworthy: i'm using the Teams integration, while my co-workers are not. Is this perhaps relevant?

Thanks for the information, maybe having the Teams integration might be related. Can you try temporarily disabling it and see if something changes?