Salesforce Integration - Disable Contact Creation or Delete CRM Contacts Daily

[bdglobal]

I have enabled the 3CX - Salesforce integration, and it's working great. The only issue is that for a new lead, the contact is created in our 3CX phonebook as "New 3CX Lead" and even if we update the lead in Salesforce and assign a name or associate that number with an existing contact, on subsequent calls, it only looks to the 3CX phonebook and still shows New 3CX Lead on the caller ID.

The solution to this would be to either:
A: Disable new Contact creation on the 3CX phonebook for new leads. This would be ideal.
B: Have a way to purge CRM contacts every hour or day. This will allow the caller ID to come from Salesforce since the contact does not already exist in the 3CX contacts.

Please let me know if there's a better solution than one of these, or if either of these is possible.

Thanks!

 

[Evolute IT]

I have enabled the 3CX - Salesforce integration, and it's working great. The only issue is that for a new lead, the contact is created in our 3CX phonebook as "New 3CX Lead" and even if we update the lead in Salesforce and assign a name or associate that number with an existing contact, on subsequent calls, it only looks to the 3CX phonebook and still shows New 3CX Lead on the caller ID.

The solution to this would be to either:
A: Disable new Contact creation on the 3CX phonebook for new leads. This would be ideal.
B: Have a way to purge CRM contacts every hour or day. This will allow the caller ID to come from Salesforce since the contact does not already exist in the 3CX contacts.

Please let me know if there's a better solution than one of these, or if either of these is possible.

Thanks!

It should be updating the contact actually on next call.

@edossantos

 

[edossantos]

The next time this leads calls, it should be updated from Salesforce. However, if this lead is converted to a contact, then the Contact URL changes, and the old lead will remain there forever... So I understand that this is a problem in your case.

Unfortunately there is no way to automate the deleting procedure, you would need to go to the 3CX Console > Advanced > Contacts, and press the Delete CRM Contacts manually.

 

[wsd-tim]

Can't you just untick "Enable Contact Creation" and choose "Always" for the "Query CRM"?

Few ways:
Option 1)
Unsupported, not recommended SQL query:
"DELETE FROM phonebook WHERE tag LIKE '[CRM]%';"

Option 2)
Supported, but have to leave a computer on:
Build/record a macro and play it back every day to log in, click contacts, click delete CRM, click confirm
Tools you can have a look at: Katalon Recorder, KantuX Automation Tool

 

[edossantos]

Can't you just untick "Enable Contact Creation" and choose "Always" for the "Query CRM"?

No, that will avoid the contact creation in the CRM, not in 3CX. Contact creation in 3CX Contacts can't be disabled.

 

[wsd-tim]

No, that will avoid the contact creation in the CRM, not in 3CX. Contact creation in 3CX Contacts can't be disabled.

Oh... I assumed 3CX would update internal contacts every time it pulls from CRM

 

[edossantos]

Oh... I assumed 3CX would update internal contacts every time it pulls from CRM

Contacts are updated, but when a contact is converted to a lead, the Contact URL changes, so the record is considered a different contact. That's why in that case it's not updated.
But if you change a contact name in the CRM, and then the contact calls in, the information in 3CX is updated accordingly. As long as the entity (contact/lead/account) and ID is the same, the contact is updated.