3CX Salesforce integration

[Trizzn]

Hello,

We have integrated Salesforce with out 3CX system.

In the guide provided by 3cx
https://www.3cx.com/docs/salesforce-crm-integration/
In chapter 'Contact Matching Strategy' it says that it should either match the last 4 digits or the last 7.

As the current Salesforce contact page has over 7000 contacts it's not possible to only match the last 4 digits (as it brings up some duplicates).

We have tested it with 7 but neither contact creation or call logging works with the 7.
We can however 'test' a number lookup from the CRM integration page and it finds the number (so the lookup works when the number is set to 7).
However it does not log a call or create a contact/lead if there's in Salesforce.

Is this a bug or is there something that we're not seeing here?

Thank you for your time,
Tristan

 

[edossantos]

You need to configure the value to 4 or 7, otherwise the Salesforce API will not return any data. This is a limitation of the Salesforce web service.

If the Call Journaling is not working, then enable verbose logs from the 3CX Console > Dashboard > Activity Logs > Settings, and then make a test call and check the 3cxSystemService.log file, which will contain all the interactions with Salesforce. Please ensure that you have the extension defined for your agents, as only calls to those agents will be logged. This is explained here:
https://www.3cx.com/docs/salesforce-crm-integration/#h.pf8s38slc3nw

 

[telco1]

The calls are being journaled but not in the activity log. They are appearing in the Tasks section of Salesforce... why?

 

[edossantos]

Yes, that's how it works by design.

 

[telco1]

Are there plans on changing that? Seems more logical to have the call logged as an activity rather than a task.

 

[edossantos]

Tasks are shown as activities for the contact. If you go to the contact record, you will see these tasks under the Activity tab. Take a look at this from my developer account:

 

[telco1]

Thanks Ernesto,

Is it possible to create other journal variables than those listed on the how-to page?

And a feature request for future updates. The ability to write a location URL for call recordings to a Salesforce task.

 

[edossantos]

Is it possible to create other journal variables than those listed on the how-to page?

Any output generated during contact lookup can be obtained from the ReportCall scenario. For example, if your contact lookup scenario generates the output "ContactType", then you can use it with the variable [Contact::ContactType] in the ReportCall scenario.

And a feature request for future updates. The ability to write a location URL for call recordings to a Salesforce task.

This is a very common need, it's in our radar to be implemented in the future.

 

[sh.siong]

This is a very common need, it's in our radar to be implemented in the future.

Is there any timeline or which future release the ability to write the call recordings location URL to a Salesforce activity will be available?

 

[edossantos]

Is there any timeline or which future release the ability to write the call recordings location URL to a Salesforce activity will be available?

No, there is no ETA for this.