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  1. Zendesk OAuth Refresh tokens seem to be expiring weekly

    Since upgrading to 3CX v20u9 I updated the Zendesk integration right away to use the new OAuth with refresh tokens. But it appears the refresh tokens are expiring. I've already had to re-authorize the 3CX -> Zendesk integration twice since upgrading to v20u9. According to...

  2. How to set From address with Google Workspace integration enabled

    Not quite, if you go to System > Email and try to change it, and then click Test, you get an error of: So for whatever reason the way it's implemented seems to only allow sending from the admin user that authorized the integration.

  3. How to set From address with Google Workspace integration enabled

    Since enabling the new Google Workspace integration in 3CX, all voicemail emails to users are coming from my email address, when they should be coming from a generic email. Is there anyway to adjust the sending address, or will I have to disable the "Use Google Workspace to send emails" feature...

  4. Transcription Only Working on some Recordings – Manual Re‑Transcribe Required

    OK thanks for clarifying that point, that it's only the hosted 3CX server not available on Enterprise. In the past summaries and sentiment were only an option with OpenAI, does it work with Google now as well? We have a billing account with Google Cloud, so that would be an easier and preferred...

  5. Transcription Only Working on some Recordings – Manual Re‑Transcribe Required

    For me if I go to the Recordings page, select a few and click Transcribe, nothing happens at all, waited a fair amount of time. How are Call Summaries and Sentiment supposed to work in Enterprise with 3CX having removed call transcription?

  6. 3cx creates tickets in Zendesk after working hours

    I'd suggest looking at my mod shared here https://www.3cx.com/community/threads/template-mod-create-voice-ticket.133655/ which adds it as an internal comment as well. In fact you might just be able to use that version as-is.

  7. 3cx creates tickets in Zendesk after working hours

    You have to edit the CommentBody scenario. Also keep in mind if you want the change to survive 3CX upgrades, you want to edit the ID of the template so that it's not overwritten.

  8. Template Mod: Create Voice Ticket

    The default built-in ZendeskV2 integration creates regular tickets with a public comment. We wanted it to create tickets with the voice recording and transcription as an internal note. This modification to the template has the following changes. - Only creates a ticket if the call was handled...
    • artooro
    • Thread
    • call recordings transcriptions zendesk
    • Replies: 1
    • Forum: Zendesk

  9. How to interpret a CRM: Exception during call reporting error

    I think the type for "public" just needed to be set to Boolean and then it worked. A little frustrating to get an exception instead of the actual error from the Zendesk API, but got it figured out. But then I ran into a another problem, the Zendesk API returned a 404, so I guess from creation to...

  10. How to interpret a CRM: Exception during call reporting error

    For sure, I have verbose logging turned on. And yes the ticket creation returns ticket.id which is stored in a variable to be used in the CreateVoiceComment scenario. Sorry I didn't include the higher up log messages but prior to the exception, there is a log entry of CRM: Processing scenario...

  11. How to interpret a CRM: Exception during call reporting error

    OK interesting, I guess I'm not understanding something with how the scenarios are executed then. This is my modified template, the PostValues is minimal for testing purposes. I understood that Next="CreateVoiceComment" would execute the next scenario, and because it has no outputs defined it...

  12. How to interpret a CRM: Exception during call reporting error

    I'm trying to modify the Zendesk integration to post the call transcript as either an internal comment or a voice_comment. So I added another scenario that is called as Next by the previous, and the syntax all looks good, yet I get this error: |0040|Erro| [Integration.Crm.Engine.CrmProcessor]...
    • artooro
    • Thread
    • crm integration troubleshooting
    • Replies: 6
    • Forum: Zendesk

  13. AI Transcription Question

    @NicholasP_3CX we just upgraded to an Enterprise license to get call transcriptions, and I guess I just assumed that 3CX AI would provide summaries of the call as well. Considering it's still in Beta, will you be adding a call summary response with 3CX AI as well? It's part of the default CRM...

  14. 3cx creates tickets in Zendesk after working hours

    I had a similar issue where we didn't want tickets created if the caller hung up inside of the IVR before reaching an agent. With the ZendeskV2 the modification that seems to have worked is changing <Outputs Next="CreateCallActivity" AllowEmpty="true" /> to <Outputs Next="CreateCallActivity"...

  15. App no longer shows who other agents are on a call with

    The PWA web app would previously show the contact name or phone number other agents were on the phone with in the Team view. This was really handy. And it's gone in V20. It just shows the agent as Busy. Is there a setting somewhere that I haven't found yet to re-enable this? Or is it something...

  16. Call Flow Switching to Main TN After Hitting IVR

    I discovered today that one of the agents had a forwarding rule to go to the main TN when he's busy. So when somebody would reach his extension it would return them to the main queue coming from the main TN. I've changed it to forward to the IVR extension instead, which I'm hoping will resolve...

  17. Call Flow Switching to Main TN After Hitting IVR

    Yes. And the logs show the correct number coming in initially, so I don't think it would be related to the SIP trunk.

  18. Call Flow Switching to Main TN After Hitting IVR

    I have "Convert Inbound caller ID to e164 number format" enabled but there are no reformat rules for Caller ID.

  19. Call Flow Switching to Main TN After Hitting IVR

    We're running 18.0 Update 8 (Build 939) and we've been having an issue lately where some calls say the caller is our main TN, and the call log shows something like this. In the below example I've changed the callers number to 1234567890 and our main TN to 8881112222. 10/16/2023 1:42:43 PM...
    • artooro
    • Thread
    • caller id; inbound
    • Replies: 7
    • Forum: US

  20. On Premise Video Server

    I am waiting for this as well.
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