Bug: Call reports in Zoho CRM

[LFX]

We found the following Bugs by using Zoho CRM and 3CX.
These bugs keeps us from implementing 3CX productively throughout the company.

1. External Call is answered by extension 001. Transferred (direct transfer without having spoken to the extension) to extension 002. Extension 002 does not answer the call (by pressing "Reject"). Call comes back to extension 001, which speak to the external caller and ends the call. RESULT: In Zoho CRM, no phone report appears.

2. External Call is answered by extension 001. Transferred (before transferring the call, 001 speak with 002) to extension 002. Extension 002 answers the call, talks to the external caller and then ends the call. RESULT: In Zoho CRM, a telephone report appears. However, this telephone report is assigned to the user of extension 001. Due to the rights management in Zoho, the user of extension 002 cannot edit the telephone report. These rights cannot be changed in Zoho. We have already clarified this with Zoho Support. This behaviour prevents calls from being answered centrally by the receptionist, as all telephone reports are ultimately issued to the user of the receptionist, who has no information about the further course of the call.

Is this behaviour known? Is there already a solution?

Best
Christian

 

[edossantos]

1. External Call is answered by extension 001. Transferred (direct transfer without having spoken to the extension) to extension 002. Extension 002 does not answer the call (by pressing "Reject"). Call comes back to extension 001, which speak to the external caller and ends the call. RESULT: In Zoho CRM, no phone report appears.

Please reproduce the issue with verbose logs enabled, and then check the 3cxSystemService.log file to see if there is any error in the log causing this. If you want to send us the log, please obfuscate the tokens inside.

2. External Call is answered by extension 001. Transferred (before transferring the call, 001 speak with 002) to extension 002. Extension 002 answers the call, talks to the external caller and then ends the call. RESULT: In Zoho CRM, a telephone report appears. However, this telephone report is assigned to the user of extension 001. Due to the rights management in Zoho, the user of extension 002 cannot edit the telephone report. These rights cannot be changed in Zoho. We have already clarified this with Zoho Support. This behaviour prevents calls from being answered centrally by the receptionist, as all telephone reports are ultimately issued to the user of the receptionist, who has no information about the further course of the call.

This is the expected behaviour, because the call arrived to extension 001. Maybe in Zoho you can allow changing the owner of the activity?

 

[LFX]

Thanks for your answer edossantos

Please reproduce the issue with verbose logs enabled, and then check the 3cxSystemService.log file to see if there is any error in the log causing this. If you want to send us the log, please obfuscate the tokens inside.

Alright, we will check the logs and send you further informations.

This is the expected behaviour, because the call arrived to extension 001. Maybe in Zoho you can allow changing the owner of the activity?

Please think about the scenario with the receptionist in a company. This person only answers calls to forward them to the correct employee. So the behaviour makes no sense. Anothe scenario: When the call is transfered directly, then in zoho appear two call reports. is there any posbility to change this behavior?

We already talked several times to zoho support. There is no possbilities to change the user rights. Only the person who created the phone call can edit it.

 

[LFX]

Alright, we will check the logs and send you further informations.

We tested the scenarios again with verbose logs. From my understanding the Processing scenario 'ReportCall' shows when 3cx is syncing the call report to Zoho.

After a "normall call" (External call answered by an extension, no transfer) we can find the following information in the logfile:
2020/06/30 10:21:52.751|6618|0025|Verb|Processing scenario 'ReportCall'.

After a call acording to situation 1 (refer to my initial post) we can not find any Processing scenario 'ReportCall' and we also can not find any errors. It looks like 3cx just "forget" to sync the call to zoho.

I think this issue should be checked by your programmers, they have enough experience to assess this behavior.

 

[edossantos]

Please, reproduce the issue with verbose logs enabled, generate the Support Information package, and then send me a Private Message with a link to download this ZIP. Please include the information of the call you made to reproduce the issue, so we can identify it in the logs.

 

[LFX]

Hi edossantos. Thanks for your reply. The file has sent to you by PM.