popup CRM when a call ringing

[HiroNikuyama]

Hi, our client has been using 3CX with zoho integration.
And they are used to the behavior of CRM popup when a call is ringing.
Recently they found that this is changed to only when a call is answered with the update of the version of 3CX.
Since they have been familiar with the behavior that used to be, they are complaining to us.
Please kindly let us know where we could change the settings so that the CRM popup works when ringing, not answered.

Best regards

 

[Evolute IT]

Hi, our client has been using 3CX with zoho integration.
And they are used to the behavior of CRM popup when a call is ringing.
Recently they found that this is changed to only when a call is answered with the update of the version of 3CX.
Since they have been familiar with the behavior that used to be, they are complaining to us.
Please kindly let us know where we could change the settings so that the CRM popup works when ringing, not answered.

Best regards

There's no way to change that and they are not reversing it.

Problem with this is: 50% want on ringing, 50% want on answered. Can't please everyone! (It should be set with the same option as the custom URL IMO, but anyway...)

 

[HiroNikuyama]

There's no way to change that and they are not reversing it.

Problem with this is: 50% want on ringing, 50% want on answered. Can't please everyone! (It should be set with the same option as the custom URL IMO, but anyway...)

Thanks, but it's very difficult to persuade our customers....

 

[TheodorosG_3CX]

The pop-up will be triggered upon call answering as this is by design. With this method you will avoid unnecessary redirects that users experience.

 

[HiroNikuyama]

The pop-up will be triggered upon call answering as this is by design. With this method you will avoid unnecessary redirects that users experience.

Thank you. Could you be more specific as to "avoid unnecessary redirects that users experience."?
That may work to explain to the customer and understand the benefit of the change.

 

[TheodorosG_3CX]

For example, let's say that the user is doing another work on a tab in his browser besides 3CX, when there was pop-up on ringing this will redirect the user and open a new tab. This might interrupt users from their job which might cause issues.
With this implementation the user is aware that when answer the call will get the CRM page.

 

[HiroNikuyama]

For example, let's say that the user is doing another work on a tab in his browser besides 3CX, when there was pop-up on ringing this will redirect the user and open a new tab. This might interrupt users from their job which might cause issues.
With this implementation the user is aware that when answer the call will get the CRM page.

Thank you.
Now when I tested, zoho pop-up worked with Desktop App and Browser phone, but did not work with Mobile app.
Is this right behavior? And if this is the case, is this(mobile app does not pop up zoho) the same specification with that of previous version?

 

[PanagiotisL_3CX]

The CRM pop-up will only work with the browser and desktop app and not the mobile app. The same applies for all the tested/supported CRM integrations: https://www.3cx.com/docs/crm-integration-guides/

 

[HiroNikuyama]

For example, let's say that the user is doing another work on a tab in his browser besides 3CX, when there was pop-up on ringing this will redirect the user and open a new tab. This might interrupt users from their job which might cause issues.
With this implementation the user is aware that when answer the call will get the CRM page.

Thank you for this info.
We may need to help users to understand the advantage or benefits of adapting the behavior of pup-up on answering callings.
Could you kindly share with us more about what are the good points?

Also when a user chose to down grade to the earlier version because they like the pop-up on ringing, how could we do it?

 

[TheodorosG_3CX]

As per my previous reply this behavior will avoid the unnecessary pop-ups that might confuse users. This is the current implementation and cannot be changed neither modified.
Keep in mind that downgrades are not supported and not recommended as you moving to previous versions will cause other issues as well.