Salesforce Integration Behavior

[LoudandClear]

Set up the default Salesforce integration for a customer, however I believe my customer's Salesforce has been customized by a developer and not sure if the 3CX integration behavior we are experiencing is normal or not.

We start off with a lead, call comes in, 3CX contact matching is working and call journal is created against the lead as an activity. At this point, the 3CX address book contains a CRM contact.
We then convert this lead to an account, call comes in, 3CX contact matching is working but call journal is not created against the account and instead is created as a task in Salesforce that has no relations to accounts, contacts or leads.
If you go back to the 3CX address book we now have 2 contacts for the same phone number. One has the company field value blank and the other has the Salesforce account name in the company field.
If we delete the contact that is first created and has the company field blank in the 3CX address book, then test call again, the call journal entry is placed correctly under the account activity which is what we want.

Is this behavior expected with the standard integration? Ideally we should not have to go and delete contacts manually for each lead to account conversion that takes place?

 

[dipraise]

I have the same question and the same problem.
There are two problems that we would like to solve:

1. 3cx at the beginning of the conversation makes a request to SalesForce and takes the client's data, at the time the conversation starts, the client looks like Lead, 3cx saves the value to the Address Book and when the conversation ends, 3cx makes a request not to SalesForce but to the address book and tries to send the Call Log to the record where the client Lead but during the conversation occurred conversion of Lead to an account.
Because of this, an error occurs.

2. When there are multiple entries in the address book for one client.
Which can be Lead and Account.
And at the end of the conversation, 3cx can send the Call Log to the Lead account or it may not send it at all because it does not know what to choose.

I believe that the behavior of 3cx needs to be changed, and I see the following scenario:
1. The beginning of the conversation 3cx makes a request to SalesForce to find out if there is such a client or not and shows the client's name to the manager in the application.
2. At the end of the conversation, 3cx makes another request to SalesForce to get the current customer card from SalesForce and not from the PBX address book.
Because only SalesForce has up-to-date customer data.

And to fix the second problem, we have to delete contacts with our hands every day.
It's completely inconvenient

 

[dipraise]

Please remove 3cx's reference to internal contacts when sending the call history. This is terribly inconvenient and annoying for everyone, our managers are now only engaged in writing to SalesForce developers about errors in the call history


A typical situation, when dialing a number, 3cx finds the client's Account
Filtered variables for matching:
'Fax' = ''
'Phone' = '*****************'
'Id' = '0015p00005ou47IAAQ'
'Phone2' = ''
'EntityType' = 'Account'
'AccountName' = '******* *****r'

And when sending the log to SalesForce, we get this error
Bad Request - Content=[{"message":"cannot reference converted lead","errorCode":"CANNOT_UPDATE_CONVERTED_LEAD","fields":[]}]

 

[Evolute IT]

Please remove 3cx's reference to internal contacts when sending the call history. This is terribly inconvenient and annoying for everyone, our managers are now only engaged in writing to SalesForce developers about errors in the call history


A typical situation, when dialing a number, 3cx finds the client's Account
Filtered variables for matching:
'Fax' = ''
'Phone' = '*****************'
'Id' = '0015p00005ou47IAAQ'
'Phone2' = ''
'EntityType' = 'Account'
'AccountName' = '******* *****r'

And when sending the log to SalesForce, we get this error
Bad Request - Content=[{"message":"cannot reference converted lead","errorCode":"CANNOT_UPDATE_CONVERTED_LEAD","fields":[]}]

This will already change in the next v18 update.

 

[dipraise]

This will already change in the next v18 update.

Great news thanks, but where can I read about the changes?

 

[Evolute IT]

Great news thanks, but where can I read about the changes?

Nowhere for now. Wait for the Alpha/Beta but one of the changes is it will be optional to sync to the phonebook, which should allow for things like this to execute a second lookup, find the new contact (instead of lead) and report the call on that one.

 

[dipraise]

Nowhere for now. Wait for the Alpha/Beta but one of the changes is it will be optional to sync to the phonebook, which should allow for things like this to execute a second lookup, find the new contact (instead of lead) and report the call on that one.

Thank you for the good Friday news!
We are really looking forward to this update