Solved 3CX Zoho Integration - Call Journaling not working

[DukeLe]

Hi everyone,
Sorry to bother you all with 3CX Zoho integration issue, again. There are plenty of existing threads regarding Zoho integration, but I couldn't find any having same error with mine.
I have 3CX Professional v16.0.8.9 hosted in Azure, and Zoho hosted in Australia server.
I followed instruction below to setup CRM Integration
https://www.3cx.com/docs/pbx-crm-integration-zoho/
I got to the point where "Press the Accept button to grant access to the data from your Zoho account" successfully.
I enabled Call Journaling, and left all parameters as default.
When I tested inbound call, my 3CX on web rang and I picked up the call, but Zoho didn't popup Caller profile as it should.
I also attached screenshots of CRM Integration settings in my 3CX.

Thanks in advance,
Duke

 

[edossantos]

Hello Duke,

First, ensure that contact lookup works, because Call Journaling is only triggered for matched contacts. From the 3CX Console > Settings > CRM Integration > Zoho > Test button, check if you can emulate a contact lookup, and the data is returned.

If that works, make a real call, and ensure that the contact is being added to the 3CX Console > Advanced > Contacts. Also, ensure that you don't have a standard contact in 3CX matching the caller number, otherwise that contact will be used instead of the new contact added from the CRM.

Finally, if the contact is being added but you still don't see the call activities in Zoho, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, make a test call to reproduce the issue, and check the 3cxSystemService.log file. Remember that only calls from/to external numbers are logged, if you're testing with calls between extensions it's normal that they're not logged.

Kind regards.

 

[DukeVertech]

Thanks Ernesto for replying.
The number is already registered in Zoho. If I make a real call, nothing happen from Zoho side.
I performed test call in 3CX, it returned error as in attachment.
I thought there is something to do with number of fields queried by 3CX and those available from Zoho, in this case field "Home_Phone" is not available.
In 3CX, I copied out Zoho template in CRM Integration, modified and added as new template. I ended up losing both new and existing Zoho template.
On the other note: this is Zoho CRM on Australia server, would it affect if 3CX Zoho integration is not ready for Australia and NZ yet?

Thanks,
Duke

 

[edossantos]

In order to fix that issue, you need to make that field visible in Zoho. This is how you can do it:
https://help.zoho.com/portal/kb/articles/how-to-show-or-hide-fields-in-zoho-crm

The integration will work in Zoho Australia, that's not a problem. You just need to make that field visible, so the query succeeds.

 

[DukeVertech]

Hi Edossantos,
Thank you for your tips. Zoho integration is working now!

Cheers,
Duke