SF Integration Issue after v18 Upgrade

[George_WB]

Hi there,
We have upgraded to v18 over the weekend, customised the new SF CRM Template but we have issues with Call Journaling with v18. As in our SF account we have around 1M contacts/accounts, almost all of them are with E164 formatting. 3CX can identify the numbers and add them to the Contacts (on template prefix is set to Off) and I noticed in the logs that when it tries to run the ReportCall scenario, it uses the not-filtered number with 00 infront and fails to detect the contact so it can then log the call to CRM.

This issue only started after upgrade and I have read other similar threads.

CRM: Call Journaling event received, searching for number '00xxxxxxxxxxx' in 3CX Contacts.

The above is the line I see on our logs that previous version didn't have. How is it possible to use number without prefix or anything else so at least to fix our issue?

3CX version 18U3 (b461)

 

[Evolute IT]

What's set in the Advanced > Contacts > Options > Match?

If Match Exactly, that's why. You can try using X number of digits that are after the 00.

 

[edossantos]

Also, you can try with Caller ID reformatting, so the phone number received matches the format you have in Salesforce.

 

[George_WB]

What's set in the Advanced > Contacts > Options > Match?

If Match Exactly, that's why. You can try using X number of digits that are after the 00.

Thanks for the reply, I try using X numbers but I have a lot of numbers that are not matched properly. Issue is after the first match with Salesforce. From my understanding after the contact is matched and added to 3CX Contacts, in v18 it doesn't contact Salesforce anymore, so if with Match Exactly the 00 is stripped, on the Call Journaling phase, the number still included 00, so if the matched number contained + in SF, then there is a mismatch during ReportCall.

 

[edossantos]

This is because it seems you're removing the 00 prefix in the template, but that only works for contact lookup. Call Journaling will take the number as it arrives from the SIP Trunk, so applying caller ID reformatting techniques might solve the issue in this case.

 

[George_WB]

Also, you can try with Caller ID reformatting, so the phone number received matches the format you have in Salesforce.

Hi,

I added the following with no success:
Source Pattern: 00(.*)
Replace Pattern: +\1

Current fix was to stop Process E164 as agents usually use Click2Call, so numbers will be called exactly the same way they are on CRM.
While this is a temporary fix, in case users manually dial the numbers with 00 prefix, this will still prevent numbers to be matched.

 

[Evolute IT]

Call Journaling will take the number as it arrives from the SIP Trunk

Thought this was fixed so it uses the same format as the lookup? It's very important that it stays consistent across.

We wonder sometimes why we have issues...

 

[edossantos]

In the next 3CX update we will improve this, and Call Journaling will take that data obtained during contact lookup, without running a lookup in the 3CX phonebook. Actually, adding contacts to the 3CX phonebook will be optional. This way, the call activity will be associated with the contact matched during lookup, avoiding this issue that sometimes happens when the contact can't be identified later in the phonebook.

 

[Evolute IT]

In the next 3CX update we will improve this, and Call Journaling will take that data obtained during contact lookup, without running a lookup in the 3CX phonebook. Actually, adding contacts to the 3CX phonebook will be optional. This way, the call activity will be associated with the contact matched during lookup, avoiding this issue that sometimes happens when the contact can't be identified later in the phonebook.

If we can get the DID in that lookup, all my problems would be fixed! The fact that we can disable sync will be a big help for some edge-cases integrations!