3CX and Zoho Integration

[ServerCaseUK]

I've got 3CX/Zoho integration kind of working - I've followed the latest setup guidelines on the 3CX documentation (here: https://www.3cx.com/docs/pbx-crm-integration-zoho/)

When a call is made or placed it logs in Zoho, which is great. However, it always puts the Call Owner as myself - I am also the Global Admin on Zoho.

Obviously that's no good, as I want it to be logging the call owner of who placed or took the call. A year or so ago, when I last looked at this integration there was some documentation about editing the Zoho user to include a custom field called "Extension Number", of which you'd then enter the 3CX extension in there. However, now I've actually got around to setting this up that documentation/setup step has gone.

Any ideas what to do here? It's great it is logging the calls against the contact, but with my name, which means we can't track the specific member(s) of staff who place the calls or take them.


Thanks.

 

[Evolute IT]

The match is done by email so your agents need an email set in 3CX and the same in Zoho. This way it can set the owner correctly.

Otherwise, Zoho automatically maps it to the person who authorized the PBX to the CRM (clicked the Authorize in Settings > CRM.)

 

[ServerCaseUK]

The match is done by email so your agents need an email set in 3CX and the same in Zoho. This way it can set the owner correctly.

Otherwise, Zoho automatically maps it to the person who authorized the PBX to the CRM (clicked the Authorize in Settings > CRM.)

Thank you - Looking at 3CX it had email addresses in them but our old domain name - So it wouldn't be matching up to what was in Zoho. I've changed this now so will see if it puts the correct owner from now on. Please keep this thread open for a bit and I'll revert back.