One of the most common challenges arises from phone calls for which a corresponding contact record in the CRM cannot be found. The frustration comes when you know for a fact that the contact exists.
When this happens it is almost certainly related to a failed lookup of the contact based on the given phone number. A lookup can fail in some CRMs for the following reasons:
- If the phone number stored in the CRM does not EXACTLY match the phone number as seen in the Unified CRM extension. This is due to limitations in the connected CRMs' APIs.
- If you have just created it and the CRM server usually doesn't reflect the change immediately. Some CRMs have refresh clock to update all changes every X seconds/minutes. So if it's just created and can be seen on CRM webpages, please wait for a couple of minutes and it should then be fetched to the extension.
There are two ways to fix the issue:
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Update the contact record's phone number so that it conforms to the E.164 standard. This will be the most reliable solution and the most performant. However, reformatting the phone numbers across a huge contact database may not be feasible or practical.
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Update the advanced configuration settings of the Unified CRM extension to add the phone number formats commonly used by your company. The Unified CRM extension will then search for contacts using each of the phone number formats stored with us. This solution is easier to deploy, but can sometimes introduce latencies as multiple API calls are needed to successfully find a contact.
This can happen with any CRM, but is most common with the following:
The solution often involves setting phone number formats.