3CX to SF sync issues

[Carlos GM]

Hi all,
I am SF admin and I am experiencing issues with my 3CX integration.

1) Sometimes the calls are not logged at all, despite the call is registered in the Admin Console ":5001/#/app/call_log", they don¡t show in SF, no matter how many tries.

2) Other times the call is sync. to SF but does not bring some info, specially the [AgentFirstName] [AgentLastName]
Using this format: "Unanswered Outbound call to [Name] ([Number]) from agent: [AgentFirstName] [AgentLastName]"
It happens for both, Inbound and Outbound.

3) Some times the call is sync. to SF, but if we make 2 or 3 calls in a row the 1st one has no info for the [AgentFirstName] [AgentLastName], but the 2nd and 3rd and so on, those they have the proper Agent name (see the picture attached)
It happens for both, Inbound and Outbound, but substantially worse for INBOUND calls.
(could be because of call transfers between agents?)

---> As a side note, this happens under many different agents with diferent ways to approach the calls: click2call with Chrome, copy paste de number into the web-dialer, copy paste the number into the Desktop App... I couldn't find a pattern.
In all cases the Contact is detected in the Dialer (you can see the SF contact shown there)

I hope you can bring some light to these tricky situation, because under these circumstances it is impossible to track our agents effort.
Thanks in advance.

BR,
Carlos G.

 

[edossantos]

Hello @Carlos GM,

What version of 3CX are you using?

There is a known issue in 3CX v18 U4 causing this for outbound calls which are not connected, and that might be affecting you as from the screenshot we can see that the call not having the agent details is an unanswered outbound call.... This will be fixed in Update 5, which will be released shortly (actually the beta published already contains this fix, but you should wait for the final release for a productive environment).

Regarding calls not being logged, we are aware of an issue when the SIP Trunk immediately rejects an outbound call. Can you check the call logs and see if this is your case?

Calls are logged for the last extension that handles the call. So for example, if you receive an inbound call, and after speaking with the customer the agent transfers the call to a CFD app implementing a survey, then the call will be reported for this CFD app's extension number, and no extension details will be available.

 

[Carlos GM]

Hi there!!!
Thanks for the info.
When is going to be released the Update 5 ?

Regarding the SIP Trunk:
Could you tell me how to see the "Logs" ???
Do you mean this log (attached picture)?

BR,
Carlos

 

[edossantos]

When is going to be released the Update 5 ?

Very shortly, the beta is already out, so the final release is around the corner.

Regarding the SIP Trunk:
Could you tell me how to see the "Logs" ???
Do you mean this log (attached picture)?

Yes, just to confirm if this happens for outbound calls rejected by the SIP trunk, or if you're having issues with inbound calls, or outbound established calls....

 

[Carlos GM]

Hi again!

is it possible to get the BETA ?

 

[edossantos]

Hi again!

is it possible to get the BETA ?

https://www.3cx.com/blog/releases/v18-update-5-beta2/

 

[Carlos GM]

Hello.
After updating to the latest version, the bugs are solved!
Thanks