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Incoming caller ID not recognized in Salesforce

Discussion in 'CRM / Helpdesk / App Integration' started by Kirk Liu, Sep 21, 2017.

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  1. Kirk Liu

    Sep 20, 2017
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    I've seen other members post this issue previously but no solution seems to have been posted.

    I'm using Windows 7 Ultimate. On the desktop 3CX client, I went to Settings -> Advanced Settings -> Integration -> General and set it to open contact On Ring, and also checked "Create new contacts if not found". When a new caller ID (no records in Salesforce) rings, the Create New Contact window automatically pops up with the caller ID filled in to "Phone" field. That part works beautifully. When the same caller ID (recorded in Salesforce) rings again, the Create New Contact window pops up again and it's trying to create another new contact record with the same caller ID. According to the integration instruction: https://www.3cx.com/docs/salesforce-crm-integration/, it should open the existing contact record if the caller ID matches a contact phone number in Salesforce instead of creating another new contact record with a duplicate caller ID, but it's not happening to me, not to mention it wouldn't log the call as it's supposed to in Activity History according to the instruction.

    Can anyone help please? Many thanks in advance.
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