Utilizing CRM Integration Wizard vs. OOB Dynamics CRM Connector

[khowerton]

We are needing to integrate 3CX with our Dynamics 365 CE (CRM) instances. We currently have the connector setup with one of our sandbox instances, but it's very limited with the configuration abilities. It only utilizes the OOB Dynamics Contact/Account telephone/mobile fields to find the corresponding record. We have no ability to change which fields it's looking at. Our reason for needing to modify this is because users can enter phone numbers in many various formats, and 3CX will not find it unless it fits certain criteria. We would like it to look at a backend field we create where we control that format using our own internal coding methods.

We would like to explore using the custom configuration wizard, where our developers can connect it to anything we want using the API. However, we are wondering whether there has been any restrictions of performance-based issues with this. For example, if it takes longer (even 30 seconds), to pull up a record, that will be a major issue for our customer service team who will be on the call with a customer and be unable to have a matching record popup.

Has anyone had issues with the custom config or are there any restrictions we should be aware of before exploring this?

 

[edossantos]

First, please note that the template runs the lookup in all the phone fields for contacts, leads and accounts. If the contact is not being found, maybe there is a formatting issue, for example if you store the numbers in the CRM with spaces, dashes, and so on. Please note that 3CX requires that the number stored in the CRM matches exactly the number received from the SIP trunk. Therefore we recommend that you use E164 format everywhere.

You can create your own template if you want, you can start with the existing template and do all the modifications you want. However, please note the following:
1) If the issue is related to the format of the number stored in the CRM, you will not fix it by editing the template.
2) If you edit the template, you will end up with a customized template. When 3CX releases a new version of the template, the changes will not be applied on your template. You might need to make changes to your template between 3CX updates, to keep it compatible with the 3CX version you will run.

 

[khowerton]

Can the API search through all phone data-type fields? If we create custom field(s) of type 'phone', will it search through all of them on the Contact or Account entities?

We cannot store all of the phone numbers in the E164 format because the users are allowed to enter phone numbers in various formats, and we wouldn't want to change the phone number formats they enter using code. We'd rather clean it up in a backend custom field that we can control outside of the user inputs.

 

[Evolute IT]

Can the API search through all phone data-type fields? If we create custom field(s) of type 'phone', will it search through all of them on the Contact or Account entities?

We cannot store all of the phone numbers in the E164 format because the users are allowed to enter phone numbers in various formats, and we wouldn't want to change the phone number formats they enter using code. We'd rather clean it up in a backend custom field that we can control outside of the user inputs.

For this you can simply edit the OOB template. Copy it, rename it, then modify the Scenarios to add your custom fields to the API request filters.

 

[khowerton]

When you say 'OOB Template', are you referring to the OOB Dynamics CRM connector? Versus the custom API configuration? If so, how can we edit the OOB connector? It seemed very locked-down for configuration.

 

[edossantos]

When you say 'OOB Template', are you referring to the OOB Dynamics CRM connector? Versus the custom API configuration? If so, how can we edit the OOB connector? It seemed very locked-down for configuration.

You can get the standard template we provide for the integration with Dynamics 365. You can get this file from the 3CX Console > Settings > CRM > Dynamics 365 > Show Template button. You copy this to an XML file, and then you can edit it as needed. You can use the CRM tool for this if you prefer, or also manually edit the XML. Once you're done with your changes, you edit the template name and upload it as a custom template, using the "Add" button.