Link calls to Salesforce with no 3CX Extension

[scott@blueenginesolutions]

I am working with the Salesforce integration and it works properly. The issue is that sometimes, one of our heavy users makes and receives calls from the main number that doesn't have an extension. It is my understanding that the system uses the user's email and extension to credit the call in Salesforce, but is there a way to link calls not made or received at an extension? Can I use an api or webhook even though I also use the built-in connected app?

 

[Evolute IT]

It uses the email, so perhaps just set the email to a dummy user or something like that?

 

[scott@blueenginesolutions]

Ok, I will try associating the main number to that user.

 

[TheodorosG_3CX]

This is also mentioned in our guideline:

 

[scott@blueenginesolutions]

So it has to have an extension? That is my issue. The main user makes and receives calls from the main number that has no extension.

 

[TheodorosG_3CX]

The integration will report the call to the CRM using the extension number and match the email address of the user.
How does the user make the calls?

 

[scott@blueenginesolutions]

In this case, just through the office phone (with 3CX installed) and without an extension (he prefers this for the ease of response for the customer).

 

[TheodorosG_3CX]

just through the office phone

Can you please elaborate?
The phone is not assigned to an extension?
How is the call handled?

 

[scott@blueenginesolutions]

According to the client, 3CX is installed on the office phone and he uses it with a number that has no extension. I thought about creating an extra user for him and seeing if I could link that to Salesforce the same way as his mobile number (that does have an extension), but I just realized I couldn’t add a user in 3CX without an extension.

 

[TheodorosG_3CX]

Exactly, this is not possible. The user has an extension otherwise he will not be able to make calls or provision a phone.
You need to clarify this and assign the email that matches in the CRM to report the calls.