V20 WebClient/PWA does not open CRM

[haroonbg]

Since upgrading from V18 to V20, when a caller calls through via a Call Queue the CRM po-up does not open anymore, this only open when a direct call is answered (not through a Call Queue / Digital Receptionist).

This has caused massive degradation to our organisation who now have to manually have to open our CRM and find a contact.

We are using 3CX Pro 8Sc

Any help would be greatly appriciated.

 

[edossantos_sipcaller]

This shouldn't be the case. Can you check if contact lookup is finding contacts? You can do this from the Test button in the CRM settings page. Also, enable verbose logs, make a test call and check the 3cxSystemService.log file so you can tell if the integration is gathering the contact details or not.

 

[haroonbg]

I can see from the Test button it is pulling contacts correctly and verbose logs are showing it pulling correctly too. It only seems to be Call Queue calls which are not opening up automatically.

Either way it should open up if found in the DB or no because this option is set (which opened contacts even if not found in DB in v18)

 

[edossantos_sipcaller]

Ah, you're not using the server side CRM integration. Then this might be a bug, when the call comes through a queue it is already answered by the queue, maybe that causes some confusion. You should report this to 3CX through a support ticket so they can confirm and fix it. Meanwhile, you should be able to manually trigger this lookup by pressing a button, right?

 

[haroonbg]

Thanks Ernesto will raise as a bug. We can trigger the pop-up via the CRM button but Staff have gotten used to the automatic pop-up but have been bugging me for a fix rather than press the additional button

 

[edossantos_sipcaller]

Yes, totally understand. But it's just 1 click, it's not that they need to enter the phone number in the CRM to do the lookup. But of course the automatic action is what should work.

Have you tried changing the setting to do the lookup on ring? Not sure if that will work for them, if they have a ring all strategy on the queue then they will get lots of unwanted popups, but just another idea as a workaround until this is fixed.