Zammad 3CX XML test works but contact number does not exist

[THordijk]

Hello,

I am working on intergrating Zammad and 3CX. I used the template generator and am able to upload it to our 3CX envirnoment.
When testing the XML with a phone number only the last 6 digits entered are used in the search query.
Entering a propper phone number results in an empty response. For testing I added an account with a phone number consisting of only 6 digits.
The contact is returned, including the following statement: "CRM Integration is working OK but contact number does not exist. Check log for more info or try a different number."

The field below shows the following:

Started scenario with empty id

Request text: http://tickets.riwo.eu/api/v1/users/search?query=123457

Response text: [{"id":311,"organization_id":null,"login":"[email protected]","firstname":"test","lastname":"gebruiker","email":"[email protected]","image":null,"image_source":null,"web":"","phone":"123457","fax":"","mobile":"123458","department":"","street":"","zip":"","city":"","country":"","address":"","vip":false,"verified":false,"active":true,"note":"","last_login":null,"source":null,"login_failed":0,"out_of_office":false,"out_of_office_start_at":null,"out_of_office_end_at":null,"out_of_office_replacement_id":null,"preferences":{"locale":"nl-nl"},"updated_by_id":110,"created_by_id":110,"created_at":"2019-10-04T14:08:52.220Z","updated_at":"2019-10-04T14:08:52.220Z","role_ids":[3],"organization_ids":[],"authorization_ids":[],"group_ids":{}}]

Response finished

Finished scenario with empty id

It is unclear to me why only the last 6 digits of the phone number are passed in the request. It is also unclear to me how this will function when a customer calls, could this be explained?
Also how can the intergration be working propperly but the number does not exist, however it is able to return the proper information?

 

[THordijk]

Hello back again, we are currently still having issues integrating 3CX with zammad. The contacts are imported to the 3CX phone book perfectly. The test is still working just fine, also. However, 3cx is not showing any form of popup other than the answer/decline call with the proper contact info retrieved from the database. This seems strange as it was working with the database link, only this showed a page with SQL statements. Is it possible the popup is being blocked by some setting?

 

[edossantos]

Hello back again, we are currently still having issues integrating 3CX with zammad. The contacts are imported to the 3CX phone book perfectly. The test is still working just fine, also. However, 3cx is not showing any form of popup other than the answer/decline call with the proper contact info retrieved from the database. This seems strange as it was working with the database link, only this showed a page with SQL statements. Is it possible the popup is being blocked by some setting?

Can you share a screenshot of your Web Client when you receive a call so we understand exactly what's going on?

 

[THordijk]

Above is a screen snip at the time of the call, so it shows a popup with the name and phonenumber of a "customer". I also added the verbose logging of the call. I edited it slightly to conceal customer and agent info and took out what I regarded as not usefull as there was some time between switching on the logging and placing the call. If the more elaborate version is required I will post it.

 

[edossantos]

The integration seems to be working fine. Your screenshot shows the button to open the contact record:


If you click on that button, the contact record should be shown in a new browser tab. Also, if you configure your Web Client > Settings > Integration > Automatically open Contact URL when CRM Integration is Enabled, then this contact record will be automatically poped up when your phone starts ringing. If you have this configuration and you still don't see the popup, probably your browser is blocking it.

 

[THordijk]

I tried the button and it worked perfectly. I was under the impression that it should open automatically, which if I understand you correctly should be possible, but after further consideration not what we desire. The popup with the button to the ticket system is exactly what we want and need. Thank you for the patience and all the help!

 

[Evolute IT]

I tried the button and it worked perfectly. I was under the impression that it should open automatically, which if I understand you correctly should be possible, but after further consideration not what we desire. The popup with the button to the ticket system is exactly what we want and need. Thank you for the patience and all the help!

To open automatically, you need to enable that the user's Webclient settings (under CRM Integration.)

 

[edossantos]

I tried the button and it worked perfectly. I was under the impression that it should open automatically, which if I understand you correctly should be possible, but after further consideration not what we desire. The popup with the button to the ticket system is exactly what we want and need. Thank you for the patience and all the help!

This is how you enable the automatic contact popup from the Web Client:

 

[Evolute IT]

This is how you enable the automatic contact popup from the Web Client:
View attachment 12950

Yes exactly.

 

[THordijk]

Hello, I did find the spot to activate the automatic opening of the pop up, however we have multiple service engineers, whoses phones will all start ringing, and the contact info only needs to be shown on the screen of the engineer handeling the call, so the button is just what we need. Thanks again!