3CX Salesforce Integration - Call Journaling Not Working

[mmurrayrtg]

I have set up 3CX to Salesforce integration per this link: https://www.3cx.com/docs/salesforce-crm-integration/

A handful of contacts were imported (not all for some reason), and number lookup tests are successful. But I cannot get any call journaling working. Any calls to/from extensions are not being recorded anywhere in Salesforce. I have configure the 7-digit lookup instead of 4-digit. I have also configured the 4-digit extension in the user configuration and manually added a contact to test with. Is there a log or some debugging I can try? I opened a ticket with Salesforce but they said they won't support this integration and to reach out to 3CX.

 

[Evolute IT]

Salesforce is slow by the way. It can take up to 10min for the API to find the contacts. Also, there's a cache of 10 min on the 3CX PBX as well.

 

[mmurrayrtg]

We're talking about a week now post integration the contacts are trickling in. Maybe that's indicative of something wrong that is also affecting call journaling.

 

[edossantos]

In order to understand what's going on, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, then make a test call, and check the 3cxSystemService.log, where all the interactions between 3CX and Salesforce are logged.

Please note that your Salesforce users must have their extension numbers configured in Salesforce, otherwise calls will not be logged. Only calls to these extensions will be logged.

 

[dmiller]

Converting to using 10 digit lookups fixed everything for me. Maybe worth a shot, but I did have phone number lookups failing before adjusting this so it might not be the same problem.