Bitrix and 3cx call journaling trouble

[kondrasso]

Hello, got some trouble:
3cx 16.0.3.676
Done everything according to the manual on eng website, but have one moment: we are using goip sip trunks and outer number we are calling looks like XYYY... where X - sim card goip number . Therefore, 3cx cant match contact's number in bitrix contact (where it's looks like YYY...).
Tried two things:

1. Adding X to contact's number in bitrix, this way 3cx can locate and add call activity to crm contact.
2. Using caller's id mask - deleting first number from outer number. This way 3cx only adding info about unanswered outer calls, not the answered or failed.

First way is very sub optimal for us, so, maybe someone got this trouble and know the way how to fix it?
BTW we didnt add our contact list from bitrix to 3cx.

 

[edossantos]

Bitrix needs an exact match. So, if your numbers have always the same length, for example 10 digits, then you can configure 3CX > Advanced > Contacts > Options > Match Caller ID's to a contact entry > Match at least X number of characters > 10. This way, 3CX will only use the last 10 digits of the number, removing the unwanted prefix.

 

[kondrasso]

Hello again! Thanks for your advice, but this didnt help - CRM only logs unanswered call; all other type of call's just don't shows up. We can provide 3cx logs if needed.

 

[edossantos]

Hello again! Thanks for your advice, but this didnt help - CRM only logs unanswered call; all other type of call's just don't shows up. We can provide 3cx logs if needed.

Please, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then reproduce the issue of an outbound answered call not logged, and also an unanswered call which is logged, and send us the 3cxSystemService.log file. Just in case, check that your log file is not including any sensitive information about your CRM, in that case please remove that before sending the file.

In addition to the log, please tell us to which numbers you made the calls, so we can identify them from the logs.