Dynamics 365 Integration - Automatic Popping

[Kamil123]

Hi,

We have recently set-up our Demo 3CX account with our Dynamics 365 (online instance, not on-prem) as per the 3CX CRM Integration article to see how it works.

After playing around with it, it doesn't appear to work as fluidly as I expected and have a few questions, if anyone is able to help that will be greatly appreciated!

1) Do you always need to be signed into the Web Client Portal for the Integration to work?

2) Whenever a call comes in and whether the contact is registered on our CRM ot not, the "integrator" always pops open the record (new contact for unknown callers), whether the call is sent to a DDI or a group This is very annoying since User A may answer the call, but the record has already popped for both User A and User B, and User B just needs to contact close the window.
Is there a setting I've missed to only pop the record for user that answers?

3) Though the record is popped on an incoming call, there's no history of the call in the CRM - I would have thought this created an activity of some kind. Is this not the case? Or perhaps I've missed a setting somewhere. I've even checked against the User (in this instance, myself) and there's nothing in there that would indicate a call being made/received. I have ensured that the CRM configuration within the 3CX instance has 'Extension Field ID:" as "New_Extension" as per the name of the Custom field within the User entity on the CRM.

Any pointers would be greatly appreciated, thanks!

 

[edossantos]

1) Do you always need to be signed into the Web Client Portal for the Integration to work?

The integration has different parts. The server part will always work. So when your contacts call, the details will be obtained from the CRM and added to 3CX contacts. Then you will see the caller name in your phone when you receive the call.
The 3CX Web Client adds an important feature: when it receives the call, it automatically launches the contact record in a new browser tab. So, if you are not running the 3CX Web Client, you will not get the popup.

2) Whenever a call comes in and whether the contact is registered on our CRM ot not, the "integrator" always pops open the record (new contact for unknown callers), whether the call is sent to a DDI or a group This is very annoying since User A may answer the call, but the record has already popped for both User A and User B, and User B just needs to contact close the window.
Is there a setting I've missed to only pop the record for user that answers?

You can control what the 3CX Web Client does from Settings > Integration. You can turn the integration Off, and that will cause that the Web Client doesn't automatically popup the contact record. You can't configure it to popup on answer, only on ring. But, if you turn this Off, you will still see the contact card button, and when you click it you open the contact record:


So you can turn this Off, and your agents should click on that button to manually open the contact record when they're answering the call.

3) Though the record is popped on an incoming call, there's no history of the call in the CRM - I would have thought this created an activity of some kind. Is this not the case? Or perhaps I've missed a setting somewhere. I've even checked against the User (in this instance, myself) and there's nothing in there that would indicate a call being made/received. I have ensured that the CRM configuration within the 3CX instance has 'Extension Field ID:" as "New_Extension" as per the name of the Custom field within the User entity on the CRM.

If calls are not being registered, then please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call, and check the 3cxSystemService.log file, which registers all the interactions between 3CX and Dynamics. Please note that only calls from and to external numbers are registered, so please don't test with calls between extensions, because these will not be registered.

 

[Alex Howard]

@Kamil123

What search URL are you using for this to work? I am having a very hard time getting Dynamics to open or search for an account rather than just creating a new account.

Thanks!

 

[edossantos]

What search URL are you using for this to work? I am having a very hard time getting Dynamics to open or search for an account rather than just creating a new account.

In order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call from a number you know is in your CRM, and then check the 3cxSystemService.log file, which contains all the interactions between 3CX and the CRM.

 

[Alex Howard]

In order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call from a number you know is in your CRM, and then check the 3cxSystemService.log file, which contains all the interactions between 3CX and the CRM.

I just updated to V16 and there is now an automatic option where I dont have to define the URL and it works great! Thanks!

Alex