Hubspot contact info only shown after 2nd incoming call

[fssol]

For some reason when a hubspot contact calls into our system, it does pull the contact info into the "contacts" section of 3CX, but it's not shown on any of the phones (we have both Gigaset DECT and a Fanvil X7). When the same number calls again, it seems to match the number immediately and does show the correct contact info on the phone systems.

It seems our problems go away when we enable contact creation on incoming calls. This is however not a desired setting for our setup.

 

[edossantos]

Hello @fssol,

This is a known limitation for phones, and is related to when things happen. When 3CX receives the first call, the contact lookup is triggered, however this takes some time (milliseconds) to complete. Before this is complete, your phones are ringing, and the caller's name is not available yet. Once 3CX receives the information from the CRM, it is attached to the call, but normal phones can't get this information updated. However, if you're using the 3CX Web Client for example, you will see this information as soon as it becomes available.

For subsequent calls from the same contact, the information is already in 3CX Contacts, so as soon as the call is sent to the phone, it is available and the caller's name is shown.

This is why this works for the 2nd call but not for the first. Unfortunately there is nothing we can do about this, apart from suggesting you to use the Web Client (you can use it in CTI mode and still use your desk phones), to see the caller's name for these cases.

 

[fssol]

What is interesting to me is that when I enable the creation of contacts on incoming calls for hubspot, I do not have this issue. New calls are immediately labeled with the newly created name, and known callers that have not been cached in 3CX yet have the right name show up immediately on call. It seems that with this option enabled the "when things happen" flow seems to be different in such a way that it is supported. I would accept a few milliseconds delay on receiving a call and having this information available immediately anyway (I get that this is not the case for everyone/every workflow and that it might also be difficult to implement and test).

 

[edossantos]

What is interesting to me is that when I enable the creation of contacts on incoming calls for hubspot, I do not have this issue. New calls are immediately labeled with the newly created name, and known callers that have not been cached in 3CX yet have the right name show up immediately on call. It seems that with this option enabled the "when things happen" flow seems to be different in such a way that it is supported. I would accept a few milliseconds delay on receiving a call and having this information available immediately anyway (I get that this is not the case for everyone/every workflow and that it might also be difficult to implement and test).

We would have to see the details to understand what's going on, but enabling that feature will actually take longer, because the lookup is executed first, and when no result is returned, we run the contact creation in the CRM.

You can always use the Web Client (you can use it in CTI mode and still use your desk phone), and this way see the caller's name as soon as it's obtained from the CRM.