Number matching with Salesforce is unreliable

[orgavision]

We have a strange problem with the 3cx salesforce integration and number matching.

Initial scenario:

• in the contact options had the 'Match Caller ID's to contact entry' setting set to 'Match exactly'
• manual tests of the 'CRM Provider Configuration' was working for some numbers, but not for all
• call journaling to salesforce was working for all contacts
• the salesforce popup was only working for a few contacts

Current scenario:

• in the contact options have the 'Match Caller ID's to contact entry' setting set to 'Match at least 7 number of characters' (as documented by 3CX)
• manual tests of the 'CRM Provider Configuration' is working for some numbers, but not for all
• call journaling to salesforce is only working for a few contacts
• the salesforce popup is working for all contacts

To us it looks like there are different matching strategies used for call journaling, for the popup and for manual tests of the 'CRM Provider Configuration'.

Usage of special characters like '-' or '/' in salesforce seem to cause problems, but not always. Even numbers without any special characters, e.g. only digits and spaces aren't working.

Any ideas how we can get reliable popups and journaling?

 

[edossantos]

Hello @orgavision,

First, please note that the lookup functionality is provided by Salesforce in their web services. This is not always returning the contact details, so this would be something to check with Salesforce support.

If special characters are causing issues, I would recommend to remove them. Maybe you can run a script to do this automatically....

We recomment using the match strategy to match the last 7 digits, because we have seen that this is the way it works better in most installations. However, we have also seen a few installations in which the "match exactly" option works better. So this is something that you would need to check and decide what's best for you.

When you run the contact lookup test from the console, you can see in the Log tab all the details of what 3CX is doing. So you can use that information to pass it over to Salesforce support, so they can tell you why the lookup is not returning any contact, when there is a contact that should be matched.

Regarding Call Journaling, please note that it will be done on the matched contact. If a contact is not matched, the Call Journaling is skipped. So, if Call Journaling is working, the contact lookup is working too.

 

[orgavision]

Thanks @edossantos for the clarification. So in any case 3CX is using this request to lookup the matching contact?

https://<instance>.salesforce.com/services/data/v37.0/search/?q=FIND {1234567} IN PHONE FIELDS RETURNING Contact(Id,FirstName,LastName,AssistantPhone,Fax,HomePhone,MobilePhone,OtherPhone,Phone,Email,AccountId)

 

[edossantos]

Thanks @edossantos for the clarification. So in any case 3CX is using this request to lookup the matching contact?

https://<instance>.salesforce.com/services/data/v37.0/search/?q=FIND {1234567} IN PHONE FIELDS RETURNING Contact(Id,FirstName,LastName,AssistantPhone,Fax,HomePhone,MobilePhone,OtherPhone,Phone,Email,AccountId)

Yes, that's for contacts. You also have a similar request for Leads and Accounts.