"New 3cx Contact" issue

[DrewJ]

Hi There, I'm the HubSpot manager in my organisation and we have recently connected our new 3cx system to the CRM using the private apps integration. I'm currently getting "new 3cx contact XXXX-XXXX" created every time there is an inbound or outbound call.

My expected behaviour for the integration was called would be logged to existing contact records that match the phone number not a new record created. I have been checking, and even if there is a "new 3cx contact" record created for the phone number it creates a duplicate again, and there shouldn't be that many new records anyway as I already have almost everyone our business calls in HubSpot (we use Hubspot calling t in the sales team)

Is there a setting I'm not checking or an additional step I need to take? I'm looking at dedupe software at the moment to try and reduce the number of records, but I didn't like it for an ongoing record match solution.

 

[edossantos]

Hello @DrewJ,

This happens because the contact lookup is not finding any match. Then, a new contact is created. The most common reason for this is having a wrong configuration in the 3CX Console > Advanced > Contacts > Options. You need to select "Match exactly" there. Please check that.

If the issue persists, you need to go to the 3CX Console > Settings > CRM > HubSpot > Test button, and run a test contact lookup. If the lookup fails, the Logs tab will tell you why.