How 3CX give information of outgoing calls to zoho CRM?

[HiroNikuyama]

How 3CX give information of outgoing calls to zoho CRM.

Hi, Thank you for your support.

We'd like to know how 3CX gives information of outgoing calls to zoho CRM. Here is the detail;

A user has 2 contacts zoho in with the same telephone number because he wants to keep the record of each call depending on the purpose.

e.g.
Contact A phone number 0123456789
Contact B phone number 0123456789(same number)

This allows the user to make click calls from the page of both contacts to the same number via 3CX.
But in any case, the history of all calls is recorded on only one contact.

e.g.
Click call from "Contact A" history recorded on "Contact A"
Click call from "Contact B" history recorded on "Contact A"(not on Contact B)

So we'd like to know how 3CX call records are passed to zoho CRM when making click calls on the CRM contact screen.
When you click "CRM contact page" icon on a contact on web client, we can see it has a zohoCRM URL that is assigned to the particular contact.
So 3CX side also have the zoho URL info for each contact A and B.
But we assume there is some ID(parameter) that zoho and 3CX communicate for a telephone number other than URL.

Please let us know how 3CX gives information of outgoing calls to zoho CRM.
We'd like to find a way to have call history properly.

Best regards

 

[Evolute IT]

3CX initially does a lookup in Zoho for the phone number and takes the first result returned. If there's multiple, 3CX has no way to know nor can it do anything about it.

Once a call ends, the system searches its internal phonebook for the contact that was looked up, and uses that info to perform the ReportCall. It saves the EntityId and EntityType in the data of the phonebook.

Therefore, for your case, beside having different numbers on each, there is no way to choose or have it behave differently.

 

[HiroNikuyama]

Thanks for the reply.
We have 2 additional questions.

●Question 1.
Does my understanding collect?

1. Place an outgoing call(0123456789) by clicking call on zoho CRM.
--zohoCRM does not pass the Entity ID, only the phone number.

2.3CX calls 0123456789

3.Call end.
--3CX searches its internal phonebook for the contact with the phone number.

4.--3CX returns Entity ID based on the first result of the number found in the internal phone book, and the Entity ID is sent to zohoCRM.

5. the call history is recorded on the contact of the Entity ID of #4 regardless of ID of #1.

●Question 2.
What about if the user placed a call from a contact on 3CX, which has an Entity ID. How is the sequence of the history to be recorded?

We expect that the history should be the contact that is connected to the same Entity ID, but the result is not if the number has multiple contacts.

So we want to know the sequence and or the mechanism of the relation between zoho and 3CX so that we can explain it to the user.

Best regards

 

[HiroNikuyama]

Hi, One more question.
>It saves the EntityId and EntityType in the data of the phonebook.

How can the user refer to the EntityId and EntityType in the data, and is it possible to edit it?

Best regards

 

[edossantos]

When you launch an outbound call from Zoho CRM, the contact ID is not passed on, only the number. So 3CX only knows that you're calling a specific number. This number is searched in Zoho CRM, and the first contact returned will be used, both for contact popup and call journaling. Calls will always be logged for the first contact, there is no way to change this.

 

[HiroNikuyama]

Thank you, your description is clear.
Then, we'd like to request you to improve the communication of contact ID between 3CX and the CRM(by contact) in the future version, Because the requirement of the user is understandable.

Thanks for the clarification.

Hiro