Contacts not populating

[FilipinaW]

Our contact list is not picking up Pipedrive contacts, so not linking it in history and not able to even test if we can log calls. Only options are RC contacts - All/Personal/Comany/Call Queues. No Pipedrive listed.

[DaKingKong]

@FilipinaW Please have a look at https://www.youtube.com/watch?v=Ywb__BgEGXk , and make sure it's installed and authorized properly.

[FilipinaW]

Hi @DaKingKong . I uninstalled and followed your instructions precisely to reinstall, and it is still not showing any Pipedrive contacts. Pipedrive shows authorized, yet only RingCentral contacts are listed. It is also very weird as some of the history is linking random contacts FROM Pipedrive as secondary contact for phone numbers, even though the match is incorrect... So some progress following your instructions (icon to add calls history shows up now and it didn't before), but still not working properly.

[FilipinaW]

if you look at this screen shot, call was with Mary Jo from our company - yet it's pulling random contact from Pipedrive that does not have the same number as Mary Jo:

[DaKingKong]

@FilipinaW Sorry I misunderstood you question. You are right, Pipedrive contacts are not in extension's contact list.

The contact info is fetched real-time from Pipedrive API when needed so to avoid frequent syncing-to-local process, especially for users who have thousands of contacts. Eg. if you receive a call from a Pipedrive contact, the extension will query by the number and show its contact info

[FilipinaW]

OK, so it works different than chrome extension we used before. However the new version is NOT fetching the real time data for us. No contacts show correctly in history, and when I try to add call history, it tells me that phone number is not found in Pipedrive, even though it is tagged to the contact in Pipedrive. I'll have to get my team to roll back to other version till this works again, as we mainly use this extension to log calls.

[DaKingKong]

@FilipinaW The issue you described feels like a phone number matching issue. As you might notice the error message from the extension would say 'cannot find contact for +1xxxxxxxx' but on Pipedrive you might have it as (xxx) xxx-xxxx.

There was a patch (on the server side, so no download needed) already released a few days ago that fixed the phone number matcher. Do you want to check again and see if it works?

[FilipinaW]

Hi @DaKingKong . Unfortunately it is still not matching numbers to contacts in Pipedrive. If you look at my previous screen-shot - it matches some numbers to random contacts incorrectly (still as of this minute). Those mismatched calls would also be extension to extension calls, not external number calls. I just looked up the numbers associated with the contacts - it matched on our internal ext 224 to customer's number that started with area code 224. Second mismatch was ext 256 to the last 3 digits of customer's phone number. My test call from my cell is not matching at all with my test contact in PD.

[DaKingKong]

@FilipinaW Yeah it feels like a problem that I haven't thought of. Let me try some test cases according to your description. And at the meantime, quick check, do you still have all those issue above (cannot find contact etc.)?

[FilipinaW]

@DaKingKong , so now my test call is showing the correct test name and I am able to log the call. So that's great! It's still not matching on the extension numbers calls for the other examples I showed you. Also, when I click on "view details" icon under my test contact, it is stuck at "Loading contact" message, and nothing comes up under contact details screen.

[DaKingKong]

@FilipinaW I'm gradually improving this number matching according to different use cases from different region and configurations.

The view details may not work for non-RC contacts at the moment. It's on our roadmap.

Let's solve your extension number matching problems first. Is it the one that puts your colleague and a contact together? I'll need a test plan for that. Here's my plan, please check for me if that matches your case:

1. Have an internal contact with extension eg. 224 , and a Pipedrive contact with number eg. (224) 3452-2334
2. Call the internal contact
3. Check if call history will fetch both contacts while it should only fetch the internal contact

[FilipinaW]

I did a test call after I added a test contact with phone number (224) 345-2334, and it is fetching same information as before - my coworker's name and the original contact from Pipedrive as per my screenshot last week. The new test contact is not showing up in the dropdown.

[DaKingKong]

@FilipinaW It should be good now, please try again

[FilipinaW]

Yes, it seems to be working now! Extension calls are not matching to those other contacts/numbers now.