3cx <> Hubspot call journalling

[CFP]

we have 2 3CX phone systems that seem to have intermittent issues with call journalling in to Hubspot. i.e. some calls get logged other don't, no specific pattern as far as i can see.

Does anyone else see something similar or use this integration and notice if the calls being made/received match up?

 

[edossantos_sipcaller]

Calls will be logged only when the contacts are found in the CRM. Check if the contact lookup works for the number you're experiencing the issue, and using exactly the format you receive for that number. Maybe you're storing the number for those contacts in a different format in the CRM and that causes the issue.

 

[CFP]

Calls will be logged only when the contacts are found in the CRM. Check if the contact lookup works for the number you're experiencing the issue, and using exactly the format you receive for that number. Maybe you're storing the number for those contacts in a different format in the CRM and that causes the issue.

what if the contact is not found, but then created in the CRM by 3CX? would calls not be logged?

 

[edossantos_sipcaller]

what if the contact is not found, but then created in the CRM by 3CX? would calls not be logged?

If you create the contact from the Web Client, then calls will be logged.

 

[edossantos_sipcaller]

If your calls are not logged in that case, enable verbose logs, make a test call, and check the 3cxSystemService.log file where you will see all the interactions between 3CX and the CRM.

 

[hernanp]

Hi Experts! I'm using hosted 3CX, and my calls stopped being logged on Hubspot a month ago... I checked the connection, and it is ok, as i can see the info retrieved from hubspot when making a call, but no logged calls. Any ideas why this could have stopped working? I have not made any changes on the day it stopped working. I tried recreating the app, and everything looks good except no calls logged. Thanks!

 

[TheodorosG_3CX]

Hi Experts! I'm using hosted 3CX, and my calls stopped being logged on Hubspot a month ago... I checked the connection, and it is ok, as i can see the info retrieved from hubspot when making a call, but no logged calls. Any ideas why this could have stopped working? I have not made any changes on the day it stopped working. I tried recreating the app, and everything looks good except no calls logged. Thanks!

Try to re-authorise your CRM and check again.

 

[hernanp]

tried that, deleted the complete integration and started from scratch, and still no calls logged.

 

[edossantos_sipcaller]

You will need to enable verbose logs, reproduce it with a test call, and then check the 3cxSystemService.log file.

 

[hernanp]

Could you please share how to enable verbose logs on my 3cx's hosted instance? (3cx hosted by 3cx)

 

[TheodorosG_3CX]

Go to the Dashboard << Activity Logs << Settings << and there set the Logging level to "Verbose".

 

[SoterisH_3CX]

@hernanp, when you make or receive calls, do you see in 3CX dialer that the contact is indeed matching with the CRM contact?

One more scenario, note that if recordings along with transcription is enabled and the recording can't be transcribed for any reason, the Call will not reported in CRM portal until a 10 minutes timeout is exceeded.