Bitrix CRM - 3cx v. 18

[Ewa_x1]

This Bitrix plugin:
https://www.3cx.com/docs/bitrix24-crm-integration/
works with 3cx in v. 18?
The connection between the systems is, but:
- in Bitrix, the pop-up window of the calling contact does not pop up,
- and most importantly, you cannot call directly from Bitrix, e.g. the contact in Bitrix has a phone number entered and clicking on it, Bitrix calls through its system, informing that I have to buy SIP numbers from them and top them up and then I can make outgoing calls . So the plugin does not forward outgoing connections via 3cx.
- the only thing that works is when an unrecognized number calls from the outside, it establishes a new contact in Bitrix.

 

[edossantos]

This Bitrix plugin:
https://www.3cx.com/docs/bitrix24-crm-integration/
works with 3cx in v. 18?

Yes, the integration works.

- in Bitrix, the pop-up window of the calling contact does not pop up,

Are you using the Web Client or the Chrome Extension to receive the call? Do you see the CRM contact being added to 3CX Contacts? Do you see the caller's name and the contact icon in the Web Client when you receive the call?

- and most importantly, you cannot call directly from Bitrix, e.g. the contact in Bitrix has a phone number entered and clicking on it, Bitrix calls through its system, informing that I have to buy SIP numbers from them and top them up and then I can make outgoing calls . So the plugin does not forward outgoing connections via 3cx.

You need to ask Bitrix to disable their dialer. Once they do this, you will be able to use the click to call extensions to make calls using the 3CX client.

 

[Ewa_x1]

Are you using the Web Client or the Chrome Extension to receive the call? Do you see the CRM contact being added to 3CX Contacts? Do you see the caller's name and the contact icon in the Web Client when you receive the call?

I use the phone Yealink T23G on the desk to make calls

The contacts are synchronized and displayed on the phone

You need to ask Bitrix to disable their dialer. Once they do this, you will be able to use the click to call extensions to make calls using the 3CX client.

Ok, I will try.... Only they strongly promote their connector and their paid connections

 

[edossantos]

I use the phone Yealink T23G on the desk to make calls

The contacts are synchronized and displayed on the phone

The popup is triggered by the Web Client or the Chrome Extension. You must be running one of them to get the popup. You can configure them in CTI mode, controlling your deskphone, and get the popup in your browser.

 

[Ewa_x1]

The popup is triggered by the Web Client or the Chrome Extension. You must be running one of them to get the popup. You can configure them in CTI mode, controlling your deskphone, and get the popup in your browser.

OK, but I meant the popup in the Bitrix web app. When an outside call comes in, my phone on my desk rings and should be a popup in the Bitrix web application.

And in my Bitrix not get connection information, because even does not save the connection information in the contact history.

But when there is a call from a new number, Bitrix establishes a new contact.

 

[edossantos]

OK, but I meant the popup in the Bitrix web app. When an outside call comes in, my phone on my desk rings and should be a popup in the Bitrix web application.

The popup is launched by the Web Client in a new browser tab. Even if you have Bitrix running, if you are not running the Web Client, you will not get any popup. So ensure that the Web Client is running.

And in my Bitrix not get connection information, because even does not save the connection information in the contact history.

Are you configuring the agent's extension numbers in Bitrix as explained here?
https://www.3cx.com/docs/bitrix24-crm-integration/#h.sym7mpe3t9e2

If you don't do this, 3CX can't identify the Bitrix user associated with the call, and then the call is not logged.

Also, in order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, reproduce the issue and check the 3cxSystemService.log file.

 

[Ewa_x1]

The popup is launched by the Web Client in a new browser tab. Even if you have Bitrix running, if you are not running the Web Client, you will not get any popup. So ensure that the Web Client is running.

OK, I turned webclient of the 3cx in the second browser tab together with Bitrix.
When an external call comes in - the 3cx popup will pop up, but the Bitrix popup will not pop up.
And the data about the connection is definitely sent to Bitrix from 3cx, because when I call from a number not entered into Bitrix's contacts, Bitrix establishes a new contact with the incoming number.

Are you configuring the agent's extension numbers in Bitrix as explained here?

Yes, I have extensions set up in Bitrix on a Bitrix user.

Also, in order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, reproduce the issue and check the 3cxSystemService.log file.

24.07.2021 11:23:20 - Updating device Dev(1068505618):[sip:[email protected]:5063;rinstance=67c1f1635ed47456 / 90000] by message: DevUpd Recv Req REGISTER from 127.0.0.1:5063 tid=b6c5fa7032f30f6e Call-ID=Lo7KS_0O7aTlajNdXyF0yQ..:
REGISTER sip:127.0.0.1:5060 SIP/2.0
Via: SIP/2.0/UDP 127.0.0.1:5063;branch=z9hG4bK-524287-1---b6c5fa7032f30f6e;rport=5063
Max-Forwards: 70
Contact: <sip:[email protected]:5063;rinstance=67c1f1635ed47456>
To: <sip:[email protected]:5060>
From: <sip:[email protected]:5060>;tag=6240e05a
Call-ID: Lo7KS_0O7aTlajNdXyF0yQ..
CSeq: 7348 REGISTER
Expires: 60
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
Proxy-Authorization: Digest username="90000",realm="3CXPhoneSystem",nonce="414d535960fbdc0858:d50ed316c1fef558e63610014a189759",uri="sip:127.0.0.1:5060",response="185113fe55a8ce493e90a65f90130d93",algorithm=MD5
Supported: replaces
User-Agent: 3CX WebRTC proxy
Content-Length: 0

24.07.2021 11:23:20 - Line 90000 got Device: Dev(1068505618):[sip:[email protected]:5063;rinstance=67c1f1635ed47456 / 90000]
24.07.2021 11:23:20 - Source is identified as trunk Lc:90000(@WebMeeting bridge[<sip:[email protected]:5063/UDP>])
24.07.2021 11:23:20 - Source is identified as trunk Lc:90000(@WebMeeting bridge[<sip:[email protected]:5063/UDP>])
24.07.2021 11:23:18 - Leg L:772.4[Extn:100] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
24.07.2021 11:23:18 - L:772.4[Extn:100] got Terminated Recv 487/INVITE from 127.0.0.1:5063 tid=c061ef7ecf8f2664 Call-ID=l4-zRHJ6MUPLM_moKLy_pg..:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP 127.0.0.1:5060;branch=z9hG4bK-524287-1---c061ef7ecf8f2664;rport=5060
To: <sip:[email protected]>;tag=1dc7ea60
From: "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=14b6721f
Call-ID: l4-zRHJ6MUPLM_moKLy_pg..
CSeq: 1 INVITE
User-Agent: 3CX WebRTC proxy
Content-Length: 0


24.07.2021 11:23:18 - Terminated from <sip:[email protected]>;tag=ff000341 to "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=abf6e733; reason: Error
24.07.2021 11:23:18 - L:772.3[Extn:100] got Failure: Failure Recv 487/INVITE from 127.0.0.1:5063 tid=b037364dfd97ea6f Call-ID=ZOvrd1n78q_VIe-8PY44NQ..:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP 127.0.0.1:5060;branch=z9hG4bK-524287-1---b037364dfd97ea6f;rport=5060
To: <sip:[email protected]>;tag=ff000341
From: "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=abf6e733
Call-ID: ZOvrd1n78q_VIe-8PY44NQ..
CSeq: 1 INVITE
User-Agent: 3CX WebRTC proxy
Content-Length: 0

24.07.2021 11:23:18 - [CM503003]: Call(C:772): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
24.07.2021 11:23:18 - Session 73866 has failed in leg L:772.3[Extn:100] ; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
24.07.2021 11:23:18 - Failure from <sip:[email protected]>;tag=ff000341 to "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=abf6e733
24.07.2021 11:23:18 - Leg L:772.2[Extn:100] is terminated: Cause: 487 Request Terminated/INVITE from 83.12.246.18:5062
24.07.2021 11:23:18 - L:772.2[Extn:100] got Terminated Recv 487/INVITE from 83.12.246.18:5062 tid=7126153d5d618a41 Call-ID=Wl-fGuDpEdhU4kD0g2RcVg..:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP 161.35.77.15:5060;branch=z9hG4bK-524287-1---7126153d5d618a41;rport
To: <sip:[email protected]>;tag=1957786886
From: "Kowalczyk, Urszula" <sip:[email protected]:5060;nf=e>;tag=58fa4f16
Call-ID: Wl-fGuDpEdhU4kD0g2RcVg..
CSeq: 1 INVITE
User-Agent: Yealink SIP-T32G 32.70.0.228
Content-Length: 0



24.07.2021 11:23:10 - SendMsg from <sip:[email protected]>;tag=01895f6f to <sip:[email protected]>;tag=C170BA8-2103
24.07.2021 11:23:10 - L:772.3[Extn:100] got Provisional Recv 180/INVITE from 127.0.0.1:5063 tid=b037364dfd97ea6f Call-ID=ZOvrd1n78q_VIe-8PY44NQ..:
SIP/2.0 180 Ringing
Via: SIP/2.0/UDP 127.0.0.1:5060;branch=z9hG4bK-524287-1---b037364dfd97ea6f;rport=5060
Contact: <sip:[email protected]:5063;rinstance=f8340cd02503503c>
To: <sip:[email protected]>;tag=ff000341
From: "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=abf6e733
Call-ID: ZOvrd1n78q_VIe-8PY44NQ..
CSeq: 1 INVITE
User-Agent: 3CX WebRTC proxy
Content-Length: 0

24.07.2021 11:23:10 - Provisional(180) from <sip:[email protected]>;tag=ff000341 to "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=abf6e733
24.07.2021 11:23:10 - [CM505001]: Endpoint Extn:100: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX WebRTC proxy] PBX contact: [sip:[email protected]:5060]
24.07.2021 11:23:10 - [CM503002]: Call(C:772): Alerting Extn:100 by contact <sip:[email protected]:5063/UDP>
24.07.2021 11:23:10 - Answer from <sip:[email protected]>;tag=ff000341 to "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=abf6e733
24.07.2021 11:23:10 - [CM503025]: Call(C:772): Calling T:Extn:100@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5063;rinstance=f8340cd02503503c,Dev:sip:[email protected]:5063;rinstance=25116430d9db32e7] for L:772.1[Line:10000<<508101123]
24.07.2021 11:23:10 - Route to L:772.4[Extn:100] sends Invite-OUT Send Req INVITE from 0.0.0.0:0 tid=c061ef7ecf8f2664 Call-ID=l4-zRHJ6MUPLM_moKLy_pg..:
INVITE sip:[email protected]:5063;rinstance=25116430d9db32e7 SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---c061ef7ecf8f2664;rport
Max-Forwards: 70
Contact: <sip:[email protected]:5060>
To: <sip:[email protected]>
From: "Kowalczyk, Urszula"<sip:[email protected]:5060;nf=e>;tag=14b6721f
Call-ID: l4-zRHJ6MUPLM_moKLy_pg..
CSeq: 1 INVITE
Alert-Info: <http://www.notused.invalidtld>;info=external
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE, UPDATE
Content-Type: application/sdp
Supported: replaces, timer
Content-Length: 397



v=0
o=CiscoSystemsSIP-GW-UserAgent 9440 3376 IN IP4 193.43.148.34
s=SIP Call
c=IN IP4 193.43.148.34
t=0 0
m=audio 16494 RTP/AVP 8 0 18 101
c=IN IP4 193.43.148.34
a=rtpmap:8 PCMA/8000
a=rtpmap:0 PCMU/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
24.07.2021 11:23:10 - [CM503001]: Call(C:772): Incoming call from Line:10000<<508101123 to <sip:[email protected]:5060>
24.07.2021 11:23:10 - Line limit check: Current # of calls for line Lc:10000(@halonet[<sip:[email protected]:5060/UDP>]) is 1; limit is 11
24.07.2021 11:23:10 - Blacklist check: number '508101123', list: ''; result = false
24.07.2021 11:23:10 - Dev(1982327417):[sip:[email protected]:5060 / 1119246]: PBX contact is public IP: <sip:[email protected]:5060/UDP>
24.07.2021 11:23:10 - [CM503012]: Inbound office hours rule (unnamed) for 10000 forwards to DN:100
24.07.2021 11:23:10 - [Flow] No office hours set, office hours assumed
24.07.2021 11:23:10 - [Flow] Looking for inbound target: called=48223506324; caller="Kowalczyk, Urszula" <sip:508101123@:0>
24.07.2021 11:23:10 - CallerNameAddr: "Kowalczyk, Urszula"<sip:508101123;nf=e>
24.07.2021 11:23:10 - PBSubst: 508101123 => Kowalczyk, Urszula(2 matches found)
24.07.2021 11:23:10 - No inbound caller ID reformat rule for DN:10000 is defined, or it is disabled (<Rules />)
24.07.2021 11:23:10 - IncomingCall: C:772 from <sip:[email protected]:0/UDP> to <sip:[email protected]:5060/UDP>
24.07.2021 11:23:10 - Added leg L:C:772.1[No endpoint yet]
24.07.2021 11:23:10 - Call from <sip:[email protected]>;tag=C170BA8-2103 to <sip:[email protected]>;tag=01895f6f
24.07.2021 11:23:05 - Updating device Dev(1668167956):[sip:[email protected]:5483;rinstance=286a30860de72a23 / 700] by message: DevUpd Recv Req REGISTER from 127.0.0.1:5483 tid=671a17358ccd9b72 Call-ID=7VQ2BtuL9Vw1A4DXQithpw..:
REGISTER sip:127.0.0.1:5060 SIP/2.0
Via: SIP/2.0/UDP 127.0.0.1:5483;branch=z9hG4bK-524287-1---671a17358ccd9b72;rport=5483
Max-Forwards: 70
Contact: <sip:[email protected]:5483;rinstance=286a30860de72a23>
To: "Conference Room700:"<sip:[email protected]:5060>
From: "Conference Room700:"<sip:[email protected]:5060>;tag=34d17e16
Call-ID: 7VQ2BtuL9Vw1A4DXQithpw..
CSeq: 7364 REGISTER
Expires: 60
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
Proxy-Authorization: Digest username="700",realm="3CXPhoneSystem",nonce="414d535960fbdbf948:47a419b3bbda7ddaadb2d16f556238e8",uri="sip:127.0.0.1:5060",response="6090b835b04d97cc3faf0311fd679594",algorithm=MD5
Supported: replaces
User-Agent: 3CX Conference Room
Content-Length: 0

 

[edossantos]

The log you sent is the Activity Log, this is not what we need. The interactions with the CRM are logged in the 3cxSystemService.log file, which you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

Can you share a screenshot of what you see in the 3CX Web Client when you receive a call from a number you have registered in Bitrix?

 

[diego-dev]

Also, I have the same problem. I cannot answer calls from bitrix24 for now I am testing only with extensions as I do not have a SIP trunk. The 3CX web client popup is displayed but this also happens without having bitrix24 open or using any other tab. I have done all the documentation configuration for bitrix24 CRM and in the tests section, if it finds the existing numbers in the CRM database and returns the JSON with the correct user data, if it does not exist it creates a new contact with the requested number. My host's version is 3CX Professional hosted on 3CX.

In addition to this, is it necessary to deactivate the B24 dialing to make calls through 3CX?

I show the screenshots, and my 3cxSystemService.log

 

[diego-dev]

3cxSystemService.log

 

[edossantos]

Hello @diego-dev,

Calls between extensions don't trigger the CRM lookup. This only works when you make or receive external calls. You will need to configure your SIP Trunk first, and then you will be able to test this functionality.

 

[diego-dev]

I understand. Then, it is necessarily necessary to have the web client open to answer the calls. But the calls are not answered in the bitrix CRM, it only makes the daily record in the contacts. It's right ?
Therefore you cannot generate call recordings within bitrix24, you cannot create tracking cards, and neither can negotiations between other actions within bitrix24, I imagine

 

[edossantos]

I understand. Then, it is necessarily necessary to have the web client open to answer the calls. But the calls are not answered in the bitrix CRM, it only makes the daily record in the contacts. It's right ?

Yes, correct, You need the web client open, and you deal with the call from the web client. The web client will launch a new browser tab pointing to the contact that is calling you, so you can easily access their information. At the end of the call the integration will log the call in Bitrix.

Therefore you cannot generate call recordings within bitrix24, you cannot create tracking cards, and neither can negotiations between other actions within bitrix24, I imagine

Call recordings are not sent to the CRM at the moment. You can create those while you speak with your customer, as you have the contact card open.

 

[Evolute IT]

Call recordings are not sent to the CRM at the moment. You can create those while you speak with your customer, as you have the contact card open.

"at the moment"

 

[diego-dev]

Thank you for the information