New Contacts added to Bitrix CRM does not update the 3CX address book.

[setechnical]

Ernesto,

We are having a problem where the address book is not updated in 3CX from Bitrix. Currently when a new call comes in, it displays in Bitrix, as "New 3CX Contact XXXXXXXXX", but when we save that as a contact, it does not update the 3CX address book. The next time that person calls, it says the same thing in 3CX again "New 3CX Contact XXXXXXXXX" but then the call is registered to the new contact in Bitrix...

We have a possibly related issue where the Bitrix contact does not open when a person calls.... I'll make a separate thread for this.

What do you suggest.

Thanks

 

[edossantos]

Please, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call and check the 3cxSystemService.log file. If there is a problem with the contact lookup, you will see it there.

 

[setechnical]

Maybe I don't understand the functionality.... I was looking for Bitrix to update the 3CX address book. That's what it isn't doing.

 

[edossantos]

That's what should happen, contacts should be updated. If this is not happening, we need to see the logs in verbose mode to understand what's going on...

 

[setechnical]

here is what the integration tab says, it is missing the formatting for the URL... where do I find this? It doesn't seem to be in the docs.

 

[edossantos]

The Web Client configuration is correct, but that's just to popup the record when found. The problem you have needs that we check the logs. So please proceed as described above to make a test call, provide the logs and we will be able to help you.

 

[setechnical]

OK, here are the logs, there is a test call from my cell phone, (Jane Doe) at the beginning of the log... and maybe further down too. Thanks for the help

 

[edossantos]

It seems that you have many contacts in 3CX Contacts that match the number 4047877125. This is from the logs:

CRM: LocalMatches=349,441,494,820,872,888,889,890,917,943,944,945,946,1149. Number=4047877125

When this happens, even if the CRM lookup works fine, 3CX will show the name of the first contact matched as the caller name. Then, the name will not be taken from the CRM, but from a contact previously present in 3CX Contacts.

You should check which contacts you have in 3CX Contacts with this number, and delete them, so the information shown to the agent is taken from the CRM.

 

[setechnical]

I'm not sure we're discussing the same problem? Indeed you are correct that there are many contacts with this phone number. The problem is that when a person calls with an unknown number, it registers in Bitrix as a "New 3CX call NXXXXXXXXX" and then we save that in Bitrix. That new contact never syncs back to the 3CX phone book. Let me know if I'm mistaken. Thanks for your help

 

[Evolute IT]

I'm not sure we're discussing the same problem? Indeed you are correct that there are many contacts with this phone number. The problem is that when a person calls with an unknown number, it registers in Bitrix as a "New 3CX call NXXXXXXXXX" and then we save that in Bitrix. That new contact never syncs back to the 3CX phone book. Let me know if I'm mistaken. Thanks for your help

I would disable the auto-creation and just add them manually for these cases.

The contact URL might be changing in the Bitrix so the 3CX cannot update the existing contact, it just loads a new one and you then have multiple with the same number.

 

[setechnical]

We have hundred of 30-40 new contacts a day, that's just not really feasible. Can we verify this is the problem? We really need to get this to work I think

I would disable the auto-creation and just add them manually for these cases.

The contact URL might be changing in the Bitrix so the 3CX cannot update the existing contact, it just loads a new one and you then have multiple with the same number.

 

[edossantos]

I'm not sure we're discussing the same problem? Indeed you are correct that there are many contacts with this phone number. The problem is that when a person calls with an unknown number, it registers in Bitrix as a "New 3CX call NXXXXXXXXX" and then we save that in Bitrix. That new contact never syncs back to the 3CX phone book. Let me know if I'm mistaken. Thanks for your help

Please enable verbose logs, make a call from a number that is NOT in 3CX Contact OR Bitrix, so it's a totally new contact. This will create a new contact in Bitrix AND 3CX Contacts with name "New 3CX call NXXXXXXXXX". Then, edit the contact name in Bitrix. Wait at least 1 minute from the first call, and make a second call from the same number. Check if the caller name in 3CX Contacts has been updated. If it's not updated, please send me the 3cxSystemService.log file, including the number that you used for this test. This way we can identify both calls.

The contact URL might be changing in the Bitrix so the 3CX cannot update the existing contact, it just loads a new one and you then have multiple with the same number.

Bitrix doesn't include the contact name in the URL, so the Contact URL remains unchanged when you edit the contact details.