Salesforce Duplicate Numbers Issue

[George_WB]

Hello everyone,

I would like to ask if there is a solution in case SF has multiple contacts/accounts with the same phone number if there is a way to filter to which account the call is logged.
For example a client has multiple accounts, each account is assigned to different agent/extension. I noticed that 3CX logs the number to the first account in chronological order.
Is there any way, based on the agent's extension to check the owner of the account and log it there?

If not possible with CRM Integration, is this possible using CFD?

Thank you!

 

[edossantos]

The integration with Salesforce lets you define in which order the different entities are queries. For example, first contacts, then leads, then accounts. However, if the same phone number is in 2 records of the same entity (2 contacts, 2 leads or 2 accounts), then we consider the first value returned by Salesforce.

To do what you need, you would have to make changes to the XML template we provide, converting it to a custom made template. In the ReportCall scenario, you have the [Number] and [Agent] variables, containing the caller number and the agent's extension. You can use them to search for the right contact, and once you have the ID, create the Call Journaling activity for that contact. You can check the following page for more detailed information about the template XML format:
https://www.3cx.com/docs/server-side-crm-template-xml-description/

This is not something you can do with the CFD, the only way is the one described above.