Zendesk integration - Contact with multiple phone number + Opening tabs + Phone interface

[OleAndreas]

We have a customer - multilocation with urgent need to have a common CRM tool.
The selection is Zendesk & 3CX due to integration.
The API does not perform well;

1. Many of the contacts has multiple phone numbers and the lookup only responds to phone number 1.
   https://xxxxxx.zendesk.com/api/v2/users/search.json?query=type:user%20phone:*XXXXX'.
2. Incoming calls opens a new tab on each call - this in practice means "a lot of tabs - on no overview. -
   whether it would be possible that when a new call comes in that it opens a new tab in the Zendesk Browser window instead of opening a whole new Chrome Tab for each call...

Phone interface not working;

Forward a Call to a colleague and press the "hand over" key and my call is finished my headset thinks that I am still in an Call and have somebody "on Hold".
3CX looks normal at this moment, but the new calls do not get in normal – just like you have somebody on hold
I can just escape this while pulling the power from my headset and plug it in again.

Please vote in idea;
https://www.3cx.com/community/threa...ith-multiple-phone-number-opening-tabs.76548/

 

[edossantos]

Many of the contacts has multiple phone numbers and the lookup only responds to phone number 1.
https://xxxxxx.zendesk.com/api/v2/users/search.json?query=type:user%20phone:*XXXXX'.

This is due to a limitation of the Zendesk API, which only returns the primary phone of the end user, as described here:
https://developer.zendesk.com/rest_api/docs/support/users#json-format-for-end-user-requests

Incoming calls opens a new tab on each call - this in practice means "a lot of tabs - on no overview. -
whether it would be possible that when a new call comes in that it opens a new tab in the Zendesk Browser window instead of opening a whole new Chrome Tab for each call...

Unfortunately we can't instruct Zendesk to show something in its tab. We can only launch a new browser tab pointing to the contact.