V20 Problem with opening a window using CRM

[ibisingold]

Hello,

We are having a problem with CRM integration and opening the caller preview window. The problem is that when an incoming call is answered, the CRM window sometimes opens randomly for an agent other than the one who answered the call.

We have searched the forum and no such problem has been reported there. We have no idea how to solve this problem; we have already tried several attempts and always encounter the same problem.

We use opening directly in the 3CX application.

Thank you for all your help!

 

[edossantos_sipcaller]

That's weird. Opening the contact record in a new tab is something triggered locally by the Web Client when the call is answered locally. It's not a server side functionality. Can you describe your scenario in more detail? Are you using a server side configured CRM integration? Are your agents answering calls with the 3CX Web Client or another client? Can you check the configuration in the 3CX Web Client > Settings > Integration, for both extensions, the one that answers and the one getting the popup? Maybe one of them is using a client side popup configured to be launched on ring....

 

[ibisingold]

Initially, we used Server Side CRM integration, but when problems arose, we set up local CRM in the application (see image). All agents have the same settings, as shown in the attached image. In the server-side CRM integration, we removed the ContactUrl parameter, which was previously sent to agents.

 

[Evolute IT]

Initially, we used Server Side CRM integration, but when problems arose, we set up local CRM in the application (see image). All agents have the same settings, as shown in the attached image. In the server-side CRM integration, we removed the ContactUrl parameter, which was previously sent to agents.

View attachment 50770

Use server-side instead. More reliable. If the issue persist, you have a problem somewhere else. As @edossantos_sipcaller said, the popup is triggered locally.

 

[edossantos_sipcaller]

So you're opening the Edge browser pointing to an URL? The query string parameters from that URL include the extension number? Is that a hardcoded value? We can't see the full parameter from your screenshot.

How are you configuring your queue? Do you use Ring All or Ring by 3? If multiple extensions are ringing, and you configure this to launch the popup on ring instead of connected, you could have the issue you describe.

 

[ibisingold]

But when using server-side, there was the same problem that the window popped up for a different agent than the one who answered the call.

 

[ibisingold]

@edossantos_sipcaller Here are the query parameters we have set up in the application.

?M_=CUS&CT_=UPD&CF=F7&CV=%CallerNumber%

 

[edossantos_sipcaller]

I would check with 3CX reports if the call is going only to the agent that should be getting the popup, or also to another agent with a ring many agents strategy. That could be the root of the issue.

 

[ibisingold]

@edossantos_sipcaller We use a queue that automatically distributes calls to specific agents using a pooling strategy (Round Robin).

 

[ibisingold]

I am sending you a call from the Audit Log for your review.

 

[ibisingold]

@edossantos_sipcaller @ConceptsWeb Do you see anything wrong in the audit log that was sent?

 

[edossantos_sipcaller]

That log seems to be a working transfer to a single agent. That doesn't show anything wrong. Is that for a call where you experience the issue?

 

[ibisingold]

@edossantos_sipcaller It happens randomly. Sometimes it opens a window on the right agent, sometimes on someone else.

 

[edossantos_sipcaller]

@edossantos_sipcaller It happens randomly. Sometimes it opens a window on the right agent, sometimes on someone else.

I understand, but the 3CX report showing which extensions rang must be checked for a call where the issue happened.....

 

[ibisingold]

@edossantos_sipcaller I will wait for it to happen again and provide an audit log from the system.

 

[KyriacosS_3CX]

Hi,

Just a reminder (to everyone, @ibisingold did just fine above) to anonymize as far as possible any logs before sharing, and never post full logs or support info publicly.