Issues with crm contacts

[Faulhaber GmbH]

Hi,
we are planning to deploy 3CX in our company and I'm trying to get it to work the way we want

Unfortunately, I already ran into a few issues:

• CRM import is working (MSSQL) but a customer's name is not displayed when a customer calls for the first time: this is known but very sad
• sometimes a contact entry changes: women get married oops or employees are hired&fired while the phone number or extension stays the same: is there a way to delete or update old records automatically?

Can I solve this with a call flow app? I already tried to create one but I don't know how i could access the internal contacts

Thanks in advance,
Bruno

 

[edossantos]

CRM import is working (MSSQL) but a customer's name is not displayed when a customer calls for the first time: this is known but very sad

This is a known issue when you're using a deskphone. But the name is properly shown even for the first call when you're using the Web Client. Please give it a try.

sometimes a contact entry changes: women get married oops or employees are hired&fired while the phone number or extension stays the same: is there a way to delete or update old records automatically?

If you update them in the database, they will be updated the next time the customer calls. If you delete them, the contact is NOT deleted from 3CX, you need to do this manually.

Can I solve this with a call flow app? I already tried to create one but I don't know how i could access the internal contacts

No, this is not the kind of things that a CFD app will solve. Unfortunately at the moment there is no way to change the above behaviour.

 

[Faulhaber GmbH]

This is a known issue when you're using a deskphone. But the name is properly shown even for the first call when you're using the Web Client. Please give it a try.

Personally I do prefer the Web Client - it is great. Nevertheless we do heavily rely on TAPI which requires a deskphone and so I'm pretty sure we're gonna users who will critize this.

If you update them in the database, they will be updated the next time the customer calls. If you delete them, the contact is NOT deleted from 3CX, you need to do this manually.

Ok, for some reason the contacts did not update yesterday - I checked it again now and yes, you're right: they do update. Manual deletion is kind of sad regarding our thousands of contacts. I guess I will have to completely delete the contacts from time to time and hope everyone uses the Web Client

 

[edossantos]

Personally I do prefer the Web Client - it is great. Nevertheless we do heavily rely on TAPI which requires a deskphone and so I'm pretty sure we're gonna users who will critize this.

You can use both at the same time, you can use the 3CXPhone for Windows to launch calls from TAPI, and the Web Client in CTI mode...

Ok, for some reason the contacts did not update yesterday - I checked it again now and yes, you're right: they do update. Manual deletion is kind of sad regarding our thousands of contacts. I guess I will have to completely delete the contacts from time to time and hope everyone uses the Web Client

I agree with you in that there is room for improvement here. Please feel free to suggest the change in the 3CX Ideas site. We're always checking and implementing the most voted ideas from there.