Dynamics365 intergration: Not all CRM contacts are added too 3CX contact list

[Willemsbrug]

Hi,


We are observing that in some cases where there is a contact known in Dynamics but not in 3CX and that contact calls (inbound) there is no information shown besides the number calling.
We think this is because there is no contact created in the 3CX phonebook, but the question is why? Using the test functionality within the 3CX interface we can lookup the contact and get a valid response (meaning 3CX is able to find the contact but for some reason isn't adding this contact to the contacts list).

This functionality is working 95% of the time correctly and only in some cases abovementioned issue occurs. Any help in resolving this would be appreciated.

 

[edossantos]

Hi,


We are observing that in some cases where there is a contact known in Dynamics but not in 3CX and that contact calls (inbound) there is no information shown besides the number calling.
We think this is because there is no contact created in the 3CX phonebook, but the question is why? Using the test functionality within the 3CX interface we can lookup the contact and get a valid response (meaning 3CX is able to find the contact but for some reason isn't adding this contact to the contacts list).

This functionality is working 95% of the time correctly and only in some cases abovementioned issue occurs. Any help in resolving this would be appreciated.

In order to troubleshoot this, you will need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then wait until the issue happens, and check the 3cxSystemService.log file which you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

 

[Willemsbrug]

Thanks for the quick reply, I will enable verbose logging and update this thread when I have the required info to troubleshoot.

 

[edossantos]

Please do not post your log file here, as it might contain sensitive information (API tokens, etc.). Ensure that you remove everything before uploading the file.

 

[LEAD]

Matching works starting with the last digit. If you have extensions included in your phone number (ex 123-456-7890x231) it might not get a match.