3CX CRM Integration - Call journaling stopped working after an update

[ausiness00]

Recently, the 3cx version was upgraded from version 18 to 20.0.6.724. There were no changes other than the upgrade.

Since the upgrade has happened, the call journaling has stopped working as expected.

The end-point is not being called and I can not see anything inside of the 3cxSystemService.log file (verbose logging has been enabled) that indicates there is any attempt to call the URL. The "Enable Call Journaling" option has been ticked inside of the CRM integration section.

Below is a snippet of the scenario that handles the call journaling.

<Scenario Id="ReportCall" Type="REST">
  <Request SkipIf="[ReportCallEnabled]!=True||[CallType]!=Inbound" Url="[end-point]" MessagePasses="0" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
    <PostValues Key="">
      <Value Key="duration" Passes="1" Type="String">[Duration]</Value>
      <Value Key="phone" Passes="1" Type="String">[Number]</Value>
      <Value Key="agent" Passes="1" Type="String">[Agent]</Value>
    </PostValues>
  </Request>
  <Variables />
  <Outputs Next="ReportCallMissed" AllowEmpty="true" />
</Scenario>

The template in use is not a pre-defined one, it is for a custom CRM.

Does anyone have any advice on how to resolve this issue?

 

[Evolute IT]

Bug in U6. ReportCall isn't triggered if there wasn't a lookup scenario returning data.

It's fixed in U7.

 

[ausiness00]

Bug in U6. ReportCall isn't triggered if there wasn't a lookup scenario returning data.

It's fixed in U7.

Thank you for the quick response.

I will assume that we can not use this feature until we update to U7.

I can see there is a release candidate of U7 but not a production-safe/general release of U7.

Any sense of when this will be released?

 

[Evolute IT]

No clue but probably soon.

 

[ausiness00]

No clue but probably soon.

Okay, thank you for the support.

 

[CrackUK]

Well we are on U7 and there still seems to be this problem with a custom xml. No calls to CRM server.

 

[Evolute IT]

Well we are on U7 and there still seems to be this problem with a custom xml. No calls to CRM server.

Your template must be misconfigured, probably a SkipIf for the ReportCall, or bad value formatting causing errors. I can confirm it works in U7 as we use it.

 

[edossantos_sipcaller]

Well we are on U7 and there still seems to be this problem with a custom xml. No calls to CRM server.

Can you provide the details of your custom template? Particularly the ReportCall scenario....

 

[CrackUK]

Can you provide the details of your custom template? Particularly the ReportCall scenario....

I have tried to attach the xml we use.

 

[edossantos_sipcaller]

Your contact lookup scenarios are not providing the EntityId and EntityType outputs. Please check here:
https://www.3cx.com/docs/crm-template-xml-description/#h.sby5dun21u5a

If you don't provide those outputs, 3CX will not report the call, because it doesn't have a contact id, so it skips it.

 

[Evolute IT]

Your contact lookup scenarios are not providing the EntityId and EntityType outputs. Please check here:
https://www.3cx.com/docs/crm-template-xml-description/#h.sby5dun21u5a

If you don't provide those outputs, 3CX will not report the call, because it doesn't have a contact id, so it skips it.

It doesn't. EntityId and Type are optional. Most templates have a condition for it but it's not necessary to have them. 3CX will still trigger the ReportCall if the SkipIf doesn't tell it to skip it.

 

[edossantos_sipcaller]

It doesn't. EntityId and Type are optional. Most templates have a condition for it but it's not necessary to have them. 3CX will still trigger the ReportCall if the SkipIf doesn't tell it to skip it.

Yes, you're correct. But a valid contact must be matched. We would need to see the logs to understand what's going on.

 

[Evolute IT]

Yes, you're correct. But a valid contact must be matched.

That was the case in U6 only. U7 removed that requirement and only follows the SkipIf="[EntityId]==&quot""

We use that all the time for our custom integrations

Since U6 tho, you cannot push the CRM data to the call manually (with Attach Call Data). While it works and the Webclient uses it still, the ReportCall scenario WILL NOT receive that data unless it came from the Lookup scenarios, since now the result is stored in the database for the ReportCall. So it still triggers but with no data.

 

[Evolute IT]

I have tried to attach the xml we use.

Your "voice_file_url" could be changed for the [RecordingUrl] variable FYI. Much easier

 

[edossantos_sipcaller]

That was the case in U6 only. U7 removed that requirement and only follows the SkipIf="[EntityId]==&quot""

We use that all the time for our custom integrations

You're the expert in this area now!

Since U6 tho, you cannot push the CRM data to the call manually (with Attach Call Data). While it works and the Webclient uses it still, the ReportCall scenario WILL NOT receive that data unless it came from the Lookup scenarios, since now the result is stored in the database for the ReportCall. So it still triggers but with no data.

Yes, I'm aware of this change...

 

[CrackUK]

Your "voice_file_url" could be changed for the [RecordingUrl] variable FYI. Much easier

Thanks for that. Though I'm still trying to troubleshoot 3CX not even bothering to lookup or report the call to CRM. Once that's working I'll change to recording url.

 

[edossantos_sipcaller]

Thanks for that. Though I'm still trying to troubleshoot 3CX not even bothering to lookup or report the call to CRM. Once that's working I'll change to recording url.

Enable verbose logs, make a call, and check the 3cxSystemService.log file, there you will see the details.

 

[James_Holafer1]

Hi, I’m facing a very similar issue after upgrading from v18 to v20, call journaling stopped working and the endpoint is not being hit at all. I also enabled verbose logging but don’t see anything in the logs related to the request. I’m also seeing random Globe registration errors on some endpoints, which started around the same time, so I’m not sure if both issues are related. Using a custom CRM template as well. Would really appreciate if anyone has found a fix or workaround for this. Thanks!

 

[edossantos_sipcaller]

Hi, I’m facing a very similar issue after upgrading from v18 to v20, call journaling stopped working and the endpoint is not being hit at all. I also enabled verbose logging but don’t see anything in the logs related to the request. Using a custom CRM template as well. Would really appreciate if anyone has found a fix or workaround for this. Thanks!

Do you see the contact name when they call you or you call them?

In the log, search for lines starting with "CRM:", those are related to what you need to check.

 

[Evolute IT]

This is most likely due to changes in the CRM framework in v20. Custom templates from v18 often require adjustments after upgrade.


First, remove the SkipIf condition temporarily to confirm the scenario is actually being triggered. Variable resolution (like ReportCallEnabled or CallType) may have changed.


Also check 3CXCRM.log or 3CXCallFlow.log, as CRM logging is no longer limited to 3cxSystemService.log in v20.

AI slop.

The 3CXCRM.log file does not exist and never did.