Number Formating

[M.Knapp]

Currently our numbers in Connectwise Manage are stored as (xxx) xxx-xxxx - 3CX is looking for an exact match on company\contact. Does anyone have an inbound regular expression to covert to this format from E164?

 

[TheodorosG_3CX]

Please note that for the integration to work properly it is required that numbers are stored in E164 format. You may consider using the Caller Id Reformatting although it is not recommended in this case. I will advise that you follow guideline:
• https://www.3cx.com/docs/pbx-crm-integration-connectwise/#h.rqhrtoh952xo

 

[dlewis061]

I am having the same issues but for internal Extention calls. They show up as "106" but says contact not found in Connectwise Pop-up, I' assuming because its looking for the external number. Anyone have any ideas? Can I change that? %CallerDisplayName% does not work either because 3CX put a % between first name and last in the string.

 

[edossantos]

I am having the same issues but for internal Extention calls. They show up as "106" but says contact not found in Connectwise Pop-up, I' assuming because its looking for the external number. Anyone have any ideas? Can I change that? %CallerDisplayName% does not work either because 3CX put a % between first name and last in the string.

The contact lookup for CRM integrations is triggered for external calls only. Calls between extensions will not run the lookup.

 

[dlewis061]

The contact lookup for CRM integrations is triggered for external calls only. Calls between extensions will not run the lookup.

That is unfortunate... We are an Internal IT department and that's how they come in. Username would work I think if 3CX didn't put the % in between First%Last name maybe?

 

[edossantos]

That is unfortunate... We are an Internal IT department and that's how they come in. Username would work I think if 3CX didn't put the % in between First%Last name maybe?

Where do you see this %? When you configure the Web Client to launch an URL on incoming call, you define the URL, and 3CX will just replace the placeholders for the caller's name and number.

 

[dlewis061]

Here is the itboost URL. If you change the variable to %CallerDisplayName% The user name show in the url as \First%20LastName

 

[edossantos]

Here is the itboost URL. If you change the variable to %CallerDisplayName% The user name show in the url as \First%20LastName

OK, that's correct. The "%20" is the space "URL encoded". That's something that the browser does, because URLs can't have spaces. But the page receiving this in the query string should "URL decode" this, and show the space instead.

 

[ABerry-CBM]

Same problem here - sorry to resurrect this old thread. We sync company / contact information into Connectwise PSA from other sources that only support importing as (xxx) xxx-xxxx. I understand that E164 is ideal, but not useable in this situation.

 

[edossantos]

Same problem here - sorry to resurrect this old thread. We sync company / contact information into Connectwise PSA from other sources that only support importing as (xxx) xxx-xxxx. I understand that E164 is ideal, but not useable in this situation.

Are you using the integration with ConnectWise we provide? Or launching the URL using variables?

 

[ABerry-CBM]

I'm using the built in 3CX integration for Connectwise. As mentioned above the lookup that 3CX does wants the number format to be E164. We have data coming syncing into CW from another platform, and the numbers come across with the classical format. I've resolved it by using caller ID reformatting, but that really isn't ideal.

It would be super nice if the CW integration would let us specify the lookup format.

 

[edossantos]

3CX doesn't force any format. You can control the number of digits to use for contact lookup from the 3CX Console > Advanced > Contacts > Options. If you set it to "Match exactly", the full number will be sent. Otherwise you can specify for example 10 digits, and you will get the national number.

 

[ABerry-CBM]

With the CW integration enabled and default settings doing a test lookup of 555-1234 gives no match, but if I lookup 5551234 it matches the contact from CW. I changed the incoming caller ID formatting to add dashes and now it works with 555-1234.

I understand that 3CX doesn't force a format, but as mentinoed above:

"Please note that for the integration to work properly it is required that numbers are stored in E164 format. You may consider using the Caller Id Reformatting although it is not recommended in this case. I will advise that you follow guideline:
• https://www.3cx.com/docs/pbx-crm-integration-connectwise/#h.rqhrtoh952xo"

I must apologize - this is related to the caller ID on the physical phone as well - since I the only way I can control caller ID on the phone is with the inbound caller ID reformatting controls. To get the phone's caller ID formatting to match the CRM I must reformat.