Salesforce Integration

[Christophe56]

Hi,

I use salesforce integration with server side.
My 3CX version is v16.0.8.9
The connection test is ok, the Contact URL of the test section work fine and my contact is recognized during an incomming call.

But, i have a problem for open the contact page of the webclient. That doesn't work. I use Chrome.
On the webclient, I have try with the standard option "integration CRM".
i also tried with the personnalized URL.
i just change "example.com" in the personnalized contact URL by my Salesforce URL.

https://MYURL/lightning/search?phoneNumber=%CallerNumber%&displayName=%CallerDisplayName%

A webpage opens in Salesforce but not on my contact
I have try many different URL, but none works.

In the 3CX webclient, if i search my contact, i have the CRM logo and if i select it my salesforce page opens well.

It's why i don't understand that doesn't work.

any idea of the problem source?

 

[edossantos]

Did you check if your browser is blocking popups from the Web Client?

 

[Christophe56]

I hadn't thought of checking that out, but no, no popup blocking.

 

[edossantos]

Do you see the contact card in the Web Client toaster when you receive the inbound call?


That means that you have a contact match, and the details are being passed on to the Web Client.

Also, ensure that you're not calling from a number that is set as the mobile number for an extension, because that will cause that, even if you see the CRM contact name, the matched contact will be the local extension, and you will not have a popup.

 

[Christophe56]

i don't have the contact card


But i have the CRM logo in phone book

and the CRM link works to Salesforce

the phone number is not in an extension.

 

[edossantos]

If you have the CRM contact but not the card, I'm pretty sure that this is an already existing contact in 3CX. Check extensions having this number as mobile number, personal contacts in your phonebook, or global contacts in 3CX which are not synchronized from the CRM.

 

[Christophe56]

You are totally right, the number was in a personal contacts in my phonebook.
I had tried whith 2 numbers and the 2 were in my phonebook.
That's works nice now.

Thank you very much

Another question :
it is possible that contacts URL opens on the hook and not at the ringing?

 

[edossantos]

You are totally right, the number was in a personal contacts in my phonebook.
I had tried whith 2 numbers and the 2 were in my phonebook.
That's works nice now.

Thank you very much

Great, glad to know!

Another question :
it is possible that contacts URL opens on the hook and not at the ringing?

Unfortunately this is not possible at the moment. The Contact URL is launched when the call rings at the web client.

 

[Christophe56]

ok, i'm waiting for v18, i hope this option will be integrated.

thank's for you're help.

 

[edossantos]

ok, i'm waiting for v18, i hope this option will be integrated.

There are no changes regarding this in v18 at the moment. Maybe in a later update, but not in the beta that will be released next week.