Error regarding phone number in CRM integration

[Kyle LI]

Hi 3CX Support,

I'd like to integrate with Zendesk in one 3CX. However, I bumped into this screenshot situation - Phone 555-1234 format is invalid, Valid phone number must include national code, area code and subscriber's phone number. Meanwhile, I made sure that my E164 is normal. In fact, I have multiple 3CX environment, there's no like this error even though I type 555-1234 like this format. Also, our company phone number is 070.... which is not suitable to put it in(the same result as the screenshot).
Could you help me to figure it out?






Thanks in advance!
Kyle
NewWave

 

[edossantos]

You can enter any number you like while testing. Just enter a number you know is in the CRM.

 

[Kyle LI]

Hi edossantos,
I knew I could do you said. However, if I used 070...(phone number) to call in, it wouldn't be created a ticket. Only the normal type number could be successful. Such as including national number and area number. I'd like to type any number I want while testing. It wouldn't show the error message. Or it's our system problem?

Kind Regards,
Kyle
NewWave

 

[edossantos]

I'm not sure to understand the issue here. You have the problem when you test the lookup from the 3CX console? Or is this a problem with real calls coming through a SIP Trunk?

In the first case, you can test the lookup with the number you want.

In the second case, you can adjust the Caller's number applying Caller ID Reformatting:
https://www.3cx.com/docs/cid-reformatting/

The number sent to the CRM will always be just the number. It will never include spaces, parenthesys, dashes, etc. Only the number, and maybe the plus sign as a prefix.