No CRM link exists for some Salesforce contacts

[sergeyzh]

The challenge that we are facing at the moment is with inbound calling. Two of the five contacts used to test do not pop up in 3CX dialer with CRM link when the call comes in (no issues with the other three). 3CX shows that they have a Contact Profile in Salesforce (Caller ID) however does not present a CRM link.

 

[Evolute IT]

If you try it in the test section, does it show up?

 

[sergeyzh]

If you try it in the test section, does it show up?

Yes, and I can see contact details from Salesforce in the 3CX app (as caller ID), but there are no CRM links for some contacts.

 

[edossantos_sipcaller]

Do you have a matching contact in the phonebook? That looks like a phonebook contact.

 

[sergeyzh]

Do you have a matching contact in the phonebook? That looks like a phonebook contact.

Yes, I have the setting "Match at least X number of characters" set to 10, but my 3CX contact phone book is empty.

 

[edossantos_sipcaller]

So the name you see is taken from the CRM? But you don't see the link?
Is the phone number matching the mobile of an extension in your system by any chance?

 

[sergeyzh]

So the name you see is taken from the CRM? But you don't see the link?
Is the phone number matching the mobile of an extension in your system by any chance?

No, we specifically selected test users without mobile numbers in the system.

 

[edossantos_sipcaller]

No, we specifically selected test users without mobile numbers in the system.

Not sure if I was clear, so let me rephrase it. If you have a 3CX extension configured with a mobile number, and you receive an inbound call from this mobile number, you might experience this issue. I'm not referring to the mobile number in the CRM.

 

[sergeyzh]

Not sure if I was clear, so let me rephrase it. If you have a 3CX extension configured with a mobile number, and you receive an inbound call from this mobile number, you might experience this issue. I'm not referring to the mobile number in the CRM.

Salesforce test users called from cell phone numbers that are not linked to any users in 3CX.

 

[edossantos_sipcaller]

I would enable verbose logs in 3CX, then make a test call to reproduce the issue. Make a call from a matching contact, and another from a contact that is not shown. Then check the 3cxSystemService.log file, there you will see all the interactions between 3CX and Salesforce, and you will be able to compare both cases, and understand what's different, and what could be causing this.