Dynamics 365 Integration

[Venjirai]

Hello,

we enabled the Dynamics 365 Integration so the contact name from our CRM is shown when receiving calls.
The problem is that this does not work on the first received call. When we receive a call from a number that is stored in our CRM then the contact in 3CX is successfully created but the name of the caller for this call is not shown. When the caller calls back a second time, then his/her name appears. Since most of our customers only call once, this is clearly not ideal.
Also even though the contact is created, the call history only shows the number and not the name of the saved contact. How can this be fixed?

Then my second question is if contact lookup can also be configured to work for outbound calls? Meaning if we call a number that is stored in our CRM it also creates the contact in 3CX.

We are using 3cx v18.0 and the 3CX apps for Android & iOS

Thanks

 

[edossantos]

we enabled the Dynamics 365 Integration so the contact name from our CRM is shown when receiving calls.
The problem is that this does not work on the first received call. When we receive a call from a number that is stored in our CRM then the contact in 3CX is successfully created but the name of the caller for this call is not shown. When the caller calls back a second time, then his/her name appears. Since most of our customers only call once, this is clearly not ideal.
Also even though the contact is created, the call history only shows the number and not the name of the saved contact. How can this be fixed?

This happens because when the call is being sent to the extension, the contact information is not available yet. Then the call is initiated with the information available at that time. If you route inbound calls through a queue for example, and the user has to wait a bit, that usually gives more time to the CRM module to get the details, and this way they're available when the call is received by the extension.

Also, if you use the Web Client or the Desktop App, the information becomes available as soon as it is received from the CRM.

Then my second question is if contact lookup can also be configured to work for outbound calls? Meaning if we call a number that is stored in our CRM it also creates the contact in 3CX.

Yes, this works for inbound and outbound calls.

 

[Venjirai]

Thank you for your answer!
So how do we have to set this up for it to work 100% of the time? Do we have to create a queue with only a single extension for every employee?

 

[edossantos]

This is a timing issue in a real time system, so you can't completely avoid it. The best you can do is using the Web Client or Desktop App, which don't have this issue. If you need to continue using other phones, then you will need to ensure that the call is not sent to the phone until the result is received from the CRM. Configuring a queue will not definitely solve the issue, it might be a mitigation, but it might also not work at all, depending on how fast the CRM returns data...

 

[Venjirai]

Hmm, this is bad news. Do others have had this kind of problem and found a suitable fix to it using the apps?
Also it doesn't work on onbound calls as you mentioned. If we call someone who is in our CRM system, no contact gets created. Only when they call back.

 

[edossantos]

The integration requires that the number in the CRM matches the number dialed out. So if your outbound rule is modifying the number, you might not get a match. Ensure that you store numbers in your CRM exactly as they're sent to the SIP Trunk.

 

[Venjirai]

The integration requires that the number in the CRM matches the number dialed out. So if your outbound rule is modifying the number, you might not get a match. Ensure that you store numbers in your CRM exactly as they're sent to the SIP Trunk.

The number I dialed is the excact same format as the one in our CRM but it still doesn't create the contact on outbound calls. So I think this only works for inbound calls.

 

[edossantos]

You will need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a call to reproduce the issue, and finally check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

 

[Venjirai]

Alright, did what you said.
Even though I called the number exactly as it is stored in our CRM system (+43XXX) the logs say that 3CX transforms it to 0043 and searches the CRM with that format, which of course doesn't provide a match. The call history still shows the number as it was typed (with +43 instead of 0043).
This is strange because it works with inbound calls and those are also shown in the same format with the +.
How can this be changed?

Regards

 

[edossantos]

Maybe you're changing the number format in the SIP Trunk settings, or the outbound rules, check that.

 

[Venjirai]

No, there is nothing there.
Do I need to set up a caller id reformatting for outbound calls in the sip trunk settings?
But it is strange that I dial +43 and it gets replaced by 0043.

 

[edossantos]

Then, maybe your phone / 3CX client is doing this change. Check the settings there.

 

[Venjirai]

And which setting would that be? I can't find anyhting specific there. Also it is happening with all our clients

 

[Venjirai]

This is a timing issue in a real time system, so you can't completely avoid it. The best you can do is using the Web Client or Desktop App, which don't have this issue. If you need to continue using other phones, then you will need to ensure that the call is not sent to the phone until the result is received from the CRM. Configuring a queue will not definitely solve the issue, it might be a mitigation, but it might also not work at all, depending on how fast the CRM returns data...

It also seems the WebClient has the same problem. It works when it searches for Contacts in Dynamics but if the number is saved in Accounts, then it doesn't show the Account name, only on the second call.

 

[Venjirai]

I figured out the 00 problem. It was in the outbound rules as you suggested, just overlooked it.
Still leaving the CRM Contact problems.

 

[edossantos]

It also seems the WebClient has the same problem. It works when it searches for Contacts in Dynamics but if the number is saved in Accounts, then it doesn't show the Account name, only on the second call.

The name shown in the second call from a number is a known limitation when you're using deskphones. But it should be visible for the first call if you use the 3CX Web Client or Desktop App.

 

[Venjirai]

The name shown in the second call from a number is a known limitation when you're using deskphones. But it should be visible for the first call if you use the 3CX Web Client or Desktop App.

No, it's the same for the Web Client. It works for the CRM Contact Entity on the first call but for the Account Entity it only works on the second call.

 

[edossantos]

No, it's the same for the Web Client. It works for the CRM Contact Entity on the first call but for the Account Entity it only works on the second call.

That's odd.... The logic is the same in both cases. Maybe the CRM is not providing a response fast enough.... The logs will give you more information...