Call Journaling and Bitrix24 Integration not working properly

[joaofabres]

Apparently 3CX couldn't find the number in the CRM

 

[Alejandro_3CX]

Joao, go to system ---- phonebook --- options ---- check that the option MATCH EXACTLY is enabled and apply the settings.

Then in the CRM integration, click on the TEST button and enter the number of an existing contact in the CRM, the result should be the contact details. With that you can test that the system is doing the contact lookup in the CRM.

Now, please note that the caller id sent from the voip provider must MATCH the caller id of the contact, otherwise you will need to reformat it.

Call journaling will exist when the contact exist in the CRM, and if does not exist, then the agent can create it as new one.

 

[joaofabres]

Hello, Alejandro. I just checked the option to match exactly, and I was thrilled to see that the CRM test worked. Nevertheless, I did lots of test calls and none of them were recorded. We can't call from Bitrix24, as it doesn't work. Do you think that these two errors are related? Thank you.

 

[Alejandro_3CX]

Hi @joaofabres, please make sure you are using the default template and have configured the crm as mentioned in this document https://www.3cx.com/docs/bitrix24-crm-integration/ this integration works out of the box, if you have any issue please open a support ticket with us and also contact the CRM vendor for further assistance on this.

 

[edossantos_sipcaller]

You need a matching contact for calls to be logged. So after doing the change to the matching strategy, check in the 3cxSystemService.log if a contact is found for the number, and then when the call ends, check if there is any issue when invoking the REST API method to log the call.