Multiple and Repeated Contact Popups in Bitrix24/3CX Integration

[techpoint]

Hi,

We have an integration with Bitrix24 and 3CX which works very well, However, we noticed a problem, we have 4 extensions or 4 agents. When a call comes it, Bitrix24 pops up with the contact page of the person calling, if it is an unknown caller, a new lead/contact page is created.

The problem is even though Agent 1 or extension 1 picks responds to the call, the contact page pops up on all the other agents system too.

At the end of the day, we have multiple entries.

How can we make the Popup come up on only the agent who picks the call?

 

[edossantos]

How can we make the Popup come up on only the agent who picks the call?

The popup is shown when the extension rings, and this can't be configured in a different way. You can disable the automatic popup from the 3CX Web Client > Settings > Integration, and then the agent that will pick up will need to click on a button to open the contact record:



Please note that the contact creation is done by the server only once, even when you have your queue or ring group configured to ring many extensions at a time. If you're seeing the same contact created many times, that's a different problem that needs investigation, but not related to the fact that you're receiving the call on multiple extensions. If that's the case, I would recommend that you enable verbose logs for 3CX and then reproduce the issue and check the 3cxSystemService.log file.

Kind regards.

 

[techpoint]

Thank you so much Edossantos. I will try this and revert.