Names only show on softphone/app, not physical handsets

[atommo]

I might be asking something obvious but couldn't find it specified anywhere.

I have got a working integration script which pulls up contact names fine when the call comes through on the 3CX app/softphone. However, if the call is coming through on a physical handset connected through 3CX (such as a Yealink) then the name from the CRM doesn't show.

Is there any way to get the name to show up on a physical handset too? Would be surprised if that isn't possible.

 

[Evolute IT]

Deskphones won't see the data unless you enable the "add contacts to phonebook" in the integration settings. And even then, it will only show for subsequent calls.

Users should use the Webclient/Windows app to see the contact details.

 

[edossantos_sipcaller]

This happens because the caller name must be set when the call is sent to the phone. And the CRM integration runs the lookup for the first time when the call has already started. That's why it only works from the second call from a contact, and only when the contact details are added to the 3CX phonebook.