Salesforce Contact lookup - Formatting

[NMI-IT]

All of our contacts in Salesforce are already in a standard format. (xxx) xxx-xxxx. When we click to call from inside Salesforce we have created outbound calling rules to make sure it calls out correctly. Which works great. The problem is that because of the formatting in Salesforce none of the lookups work. So there are no call journal entries happening. Which is the main reason for getting this done. I have tried to change the contact lookup in 3CX to only find 7 digits, but all the contacts are in Salesforce not in 3CX. Any help is appreciated.

 

[PanagiotisL_3CX]

Hello @NMI-IT

Are the calls from/to the SIP provider in the same format as the format of the stored numbers in Salesforce?

 

[NMI-IT]

No. The call out is "0011235551234", in salesforce it is "(123) 555-1234". I have outbound calling rules setup so when the number in Sales force will be dialed correctly from the UK.

 

[PanagiotisL_3CX]

The fact that the outbound calls are successful is not related to whether the format of the called number matches the stored numbers in Salesforce. The contact matching options in the PBX still apply for contact matching in the CRM, despite the fact that the numbers are not stored in 3CX. With that in mind, can you change one of the numbers in the CRM to be in the same format as the call is presented from/to the provider and see if matching works?