Hubspot and spaces in numbers

[Discovery87]

Hi

We have a bit of a odd one, we have several 3CX clients using Hubspot and not come across this before. Our latest client is reporting that only those contact numbers without spaces in, are being logged (journaled) when dialled through 3CX.

We haven't had to do anything special before usually 3CX journals the call and matches it to a contact. The client has said that their Hubspot advisor has apparantly seen this before and the 3CX provider did something in the background to resolve it.

Any ideas? Is it something to do with the contact matching strategy? It's currently set to match exactly.

Thanks

 

[Evolute IT]

So, HubSpot template is made to search the string as an equal. The numbers in HS needs to be in a format without spaces, dashes or anything else. A good format is either the national one (10-digits) or E164. Then, it will be able to match with the 3CX CRM integration when it queries.

We built a small PHP program to rewrite all phone numbers to E164 in our system, because of that.

 

[StefanW]

100%, all numbers in CRMs should be in an e164 format!

 

[Evolute IT]

100%, all numbers in CRMs should be in an e164 format!

Unfortunately, employees are idiots sometimes and don't understand when we tell them lol

I tried to edit the template and use the "CONTAINS_TOKEN" filter instead of EQUAL, and it didn't work anyway.

 

[Discovery87]

OK thanks all so the answer is that this is normal behaviour and numbers cannot contain spaces if the 3CX calls are to be logged?
What I don't get it is... The 3CX Edge add-in still makes the call (even though they have a space in them), the call connects fine its just the journaling part afterwards.

 

[VoIPTools]

To place a call, it is straightforward to strip the non-digit characters first. But the Hubspot API is going to look for an exact match.

 

[edossantos]

OK thanks all so the answer is that this is normal behaviour and numbers cannot contain spaces if the 3CX calls are to be logged?
What I don't get it is... The 3CX Edge add-in still makes the call (even though they have a space in them), the call connects fine its just the journaling part afterwards.

The problem is that we need to use a REST API provided by Hubspot, which only allows us to do this lookup by exact match. All the attempts we have tried to do a partial match didn't work, so we ended up using the equal comparison.

The Chrome/Edge extension has nothing to do with this. They work recognizing phone numbers in any web page, and we're able to identify a phone number even when it has spaces or dashes. But in this case, we need to tell Hubspot: "hey, give me the contacts having phone number XXXXXXXX", and Hubspot does the job.

 

[Evolute IT]

All the attempts we have tried to do a partial match didn't work, so we ended up using the equal comparison.

Yup, tried it too lol never worked