Solved 3CX Custom CRM Integration is Not Storing Contact Info and not popping contact url

[ricksimnett]

Hello,
I'm having a problem with our custom 3CX crm integration.

The data lookup seems to work as we are logging the requests from 3cx to the lookup tool. We return the dataset, but the contact url doesnt pop open when a call is received. It used to.

I have checked our template against the 3cx template generator, and even built a new configuration which tested 100% in the template generator software.

While looking into why these items werent happening I also noticed that in the contacts, I discovered that the caller its looking up arent being stored - I suspect this is why the page is opening because there isnt a contact url to launch for whatever reason. So my question is how can I diagnose what is happening when 3cx looks up the data or tries to store it? Is there a log of this exchange somewhere?

Thanks in advance for any help.

 

[greychain]

Is the number you are testing your number? If the number is used in 3CX by an extension then it will not search the CRM for the number.

 

[edossantos]

In order to troubleshoot this, the easiest way is starting from the 3CX Console > Settings > CRM Integration > Test button. From there you can emulate a contact lookup, and see if the CRM returns a contact, and if all the required contact details are included.

If this works fine, the next step is enabling verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, making a call to reproduce the issue, and checking the 3cxSystemService.log file.

 

[ricksimnett]

Is the number you are testing your number? If the number is used in 3CX by an extension then it will not search the CRM for the number.

That was the problem. Thank you for the heads up on that!

 

[ricksimnett]

In order to troubleshoot this, the easiest way is starting from the 3CX Console > Settings > CRM Integration > Test button. From there you can emulate a contact lookup, and see if the CRM returns a contact, and if all the required contact details are included.

If this works fine, the next step is enabling verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, making a call to reproduce the issue, and checking the 3cxSystemService.log file.

Hi Ernesto,
it seems the number I was calling from was the problem - The test tool was returning the proper results.

thanks!