Zoho CRM Contact Lookup by called number (DID), not caller number

[MarcusK]

Hi! A customer requires contact lookup by called number / line. They are a callcenter. People can call them to book appointments with doctors. Every doctor has their own DID in 3CX. So on inbound call, the doctors contact should pop up, not a new contact for the caller.
In short: Zoho Lookup with called DID, not the caller ID.
I achieved this already by changing the inbound paramaters for the trunk. But then the caller ID will not be displayed. There's no way with inbound parameters, to open the right contact in zoho and still show the original caller ID on inbound call.
So my way of thinking is: Change the Zoho CRM integration file. But what needs to be changed?

 

[Evolute IT]

Hi! A customer requires contact lookup by called number / line. They are a callcenter. People can call them to book appointments with doctors. Every doctor has their own DID in 3CX. So on inbound call, the doctors contact should pop up, not a new contact for the caller.
In short: Zoho Lookup with called DID, not the caller ID.
I achieved this already by changing the inbound paramaters for the trunk. But then the caller ID will not be displayed. There's no way with inbound parameters, to open the right contact in zoho and still show the original caller ID on inbound call.
So my way of thinking is: Change the Zoho CRM integration file. But what needs to be changed?

The DID variable isn't available during contact lookup, so this is not possible via the CRM integration.

You would need something like a CFD in-between to grab the infos, put it in a DB so that the user's PC can open a webpage and grab that data.

Also, changing trunk parameters is risky so I wouldn't do that.

 

[MarcusK]

Thanks! Well, that really sucks that something simple like this should not be possible. There should be a paramter for that.
And even if I do a CFD and basically changing around this info, there would still be the problem that the original caller ID will not be shown anywhere.

 

[Evolute IT]

Thanks! Well, that really sucks that something simple like this should not be possible. There should be a paramter for that.
And even if I do a CFD and basically changing around this info, there would still be the problem that the original caller ID will not be shown anywhere.

The original caller ID would show up if you had not played with parameters. Redo the trunk config and then it will work.

Then, a CFD can receive the call, put the data in DB and read it from the user side to redirect to the right page. We did something like that recently.