3CX - Bitrix Call Journaling

[ARangelov]

Hello,
We start using Bitrix CRM several months ago. We were using 3CX version 15.5 and made integration Between 3CX and Bitrix. The integration was working – contacts were transferred automatically from Bitrix to 3CX. One month ago we decided to upgrade to 3CX version 16. In this new version, there are two new features available when using Bitrix integration – Contact creation and Call Journaling.
Both new features are enabled by default. The first feature - Contact creation is working well.
The problem is that the second new feature - Call Journaling is not working.
Can you give us some hints – where to look for the problem.
Integration was set up according to this description:
https://www.3cx.com/docs/bitrix24-crm-integration/

 

[edossantos]

Hello @ARangelov,

In first place, in order to troubleshoot this kind of issues, enable verbose logs from the 3CX Dashboard > Activity Logs > Settings. Then the 3cxSystemService.log file will give you the information you need, in that file you will see all the interactions between 3CX and Bitrix.

Also, a common error with Call Journaling is not setting the extensions for your agents. 3CX needs to know which agent corresponds to each extension in 3CX. So, you need to configure the extension number for each of your agents. Then, when the agent receives a call, 3CX knows which Bitirx agent it is, because it knows how to map it. And the call journaling can be created bound to the contact and the agent. If you don't define the extension number, Call Journaling doesn't work.

Kind regards.

 

[ARangelov]

Hello,
Thank you for your response.
The extension numbers were set up for every agent. Nevertheless Call Journaling is not working.
In the log file we see this error:
Exception during call reporting: Server returned a non successful status code - HTTPStatusCode=Unauthorized - Reason=Unauthorized - Content={"error":"insufficient_scope","error_description":"The request requires higher privileges than provided by the webhook token".
Webhook access permissions were set up according to this instruction:
https://www.3cx.com/docs/bitrix24-crm-integration/
There is only access to CRM an Lists. May be some other permission is needed, which is not described in the instruction.

 

[edossantos]

You need access to "CRM", "Users" and "Lists". We will update the documentation, thanks for your feedback.

 

[ARangelov]

Thank you.
Now the Call Journaling finally is working.
Problem solved!