Salesforce CRM - Contacts with same phone numbers

[DANIELWJE]

We have a client who is using the 3CX / Salesforce Integration, however, we have since discovered they have multiple contacts with the same phone numbers.

The call is logged on a random / first found contact - not the contact where the call is started from necessarily. We are a Salesforce Consulting Partner and not a 3CX partner. The client has their own 3CX provider.

I noticed a previous post along the same lines here; https://www.3cx.com/community/threads/salesforce-duplicate-numbers-issue.73816/

But I cannot understand how we resolve it. Can we look by unique Salesforce record ID? Would the 3CX provider with admin access have to do this? Please can you provide more clarity. Many thanks

 

[edossantos]

I assume that you're using the standard integration we provide with Salesforce. The problem is that 3CX has no way to identify which record you want to match, when the lookup returns more than 1 record. Then 3CX selects the first record, and logs the call for that record.

Unfortunately there is no way to pass more information to the lookup logic. It only has the external number. There is no way to pass a Salesforce record ID.

If you're a Salesforce Consulting Partner and have programming knowledge, maybe you can try a different approach: instead of using the integration we provide, you can create a new integration based on the CDRs generated by 3CX. As you can see here, 3CX will write to a CSV file the logs of all calls made and received by 3CX. Then, you can create a program or script that parses these CDR files, and logs the calls to Salesforce. In this file, you will see "extension 100 called number 1234567890". Then, maybe somehow you can determine with more accuracy to which contact the number 1234567890 belongs. And then you can log the call on the appropriate Salesforce contact.