Solved 3cx template generator

[r.macaluso]

Hi, I'm using 3cx template generator to develop the integration for our crm with 3CX. I develop a small webapi with ASP.NET Core that record contacts and calls. In my xml template, in matching scenario there is the call to the function that search and create the contact in the database, while in the reportcall scenario there is the call to the function that create the record call in the database. If I simulate a ReportCall with 3cx template generator, it works perfectly but if I make a real call, it seems that report call scenario is not called.

Why??

Thank you.

 

[edossantos]

The ReportCall scenario is executed when the call ends, and a contact has been matched during contact lookup. If there is no match, the ReportCall scenario is skipped. Calls are only reported for known contacts.

 

[r.macaluso]

Yes, I know. But if I execute this template with 3cx template generator works correctly. ReportCall scenario is executed. Instead, if I execute this template on 3cx phone system management console, it executes only matching scenario.

 

[edossantos]

Yes, I know. But if I execute this template with 3cx template generator works correctly. ReportCall scenario is executed. Instead, if I execute this template on 3cx phone system management console, it executes only matching scenario.

From the 3CX management console you can test the contact lookup using the Test button you have in Settings > CRM Integration. In order to test Call Journaling, the only way is with real calls, you can't do it from the console.

 

[r.macaluso]

Before we have 3cx server locally and it worked correctly, now we moved server on the cloud and it doesn't work correctly anymore. Can I test if ReportCall api-function is called? Is there a log anywhere?

 

[edossantos]

Before we have 3cx server locally and it worked correctly, now we moved server on the cloud and it doesn't work correctly anymore. Can I test if ReportCall api-function is called? Is there a log anywhere?

Yes, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call, and check the 3cxSystemService.log file.

Please note that Call Journaling requires a matching contact, otherwise the call will not be reported to the CRM. Also, ensure that you're testing with external calls, because calls from extensions don't trigger the CRM engine.

 

[r.macaluso]

In log file I found this record:

Discarded call journaling due to queue capacity or service stop

Can it be the cause of my problem?

 

[edossantos]

In log file I found this record:

Discarded call journaling due to queue capacity or service stop

Can it be the cause of my problem?

That definitely indicates that the call journaling is being discarded. The question is why this is happening... The only option is a problem in the 3CX System Service, causing that the thread processing call journaling events has somehow died, and then the queue is full and events are being discarded. I would try restarting the 3CX System Service, keep verbose logs enabled, and if the issue happens again we would need to analyze these logs, to see what's causing that this processing thread dies.

 

[r.macaluso]

With restart of 3cx system server process, it works. Thank you very much!

 

[edossantos]

With restart of 3cx system server process, it works. Thank you very much!

Please keep verbose logging on for a while, so in case this happens again, you have troubleshooting information.

 

[JohnS_3CX]

Note that we have addressed this in our next upcoming update

 

[r.macaluso]

Note that we have addressed this in our next upcoming update

Sorry, "this" what?

 

[JohnS_3CX]

We fixed a bug where the thread processing Call Journaling events could die and was not restored until the service was restarted.

Now if an error occurs, the working thread will log it and will continue processing further events.