TOPdesk Integration

[IT-XY]

Hello everyone,

i have successfully integrated our service management software TOPdesk with 3CX via CRM integration. However if a phone number of an incoming call does not exactly match the number in TOPdesk, there is no link to the contact (the small business card in the call notification pop-up). The setting "Match Caller ID to a contact entry" is set to match at least 7 numbers.

Example:

• Phone Number in CRM: 01611234567
  • calling number is 01611234567: contact button is shown
  • calling number is 001611234567: contact button is not shown
  • calling number is +491611234567: contact button is not shown

Strangely, when testing the numbers from above (via Settings -> CRM -> Test), all variations of the number show the correct contact. Furthermore, the contact is created in the 3cx phonebook with the correct link to the contact page in all 3 cases.

Is this expected behaviour? Thanks in advance.


Kind regards

 

[edossantos]

This is a known issue and will be fixed in 3CX v18 Update 4.

 

[Evolute IT]

This is a known issue and will be fixed in 3CX v18 Update 4.

LOL, the U3 fix caused another issue?

 

[edossantos]

LOL, the U3 fix caused another issue?

No, the U3 fix was related to Call Journaling. This is something else we are addressing in Update 4.

 

[IT-XY]

Thank you for the quick reply, @edossantos