Call Journaling and Contact creation not working

[shamnad]

Dear team,
I have intagrated 3CX Phonr system with zoho CRM, Contact synchornization and Call popup is working. But Call journaling and contact creation are not working for incoming calls. (call came from any unsaved number is not reflecting in CRM)
Screenshots attached

Any assistance you can provide would be greatly appreciated

thanks

 

[Evolute IT]

Did you create the field "Extension Number" in your User object and set it to your extension?

 

[shamnad]

i have created added the field Extension Number in zoho, also added Extension_Number in the Extension feild id. Also please let me know how we can check call journaling working or not??

 

[edossantos]

I would recommend that you upgrade your PBX to v18 Update 2, which has been just released, which simplifies the mapping of 3CX extensions to Zoho users, using the email address instead. The Extension Number field is not needed anymore, simplifying the configuration and avoiding possible issues with this mapping.

If you still have the issue with Update 2, you will need to enable verbose logs, make a test call to reproduce the issue, and then check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

 

[shamnad]

i have updated my 3cx system from V18 to V18 Upadate 2. Now i can see some changes in 3cx CRM configuration page, Extension feild id is removed from the page.
i have checked the 3cxSystemService log also, i can see "Call Journaling event received, searching for number '0525359974' in 3CX Contacts" for all calls, but calls from unsaved number seems as usual, ie not reflecting in the CRM.
Can you please mention what will happen if any call received from an unsaved number, if the integration is succesful ?.
if required I can share the logs also

thanks

 

[edossantos]

Please note that only calls matched to a CRM contact will be logged. You need to ensure that you store CRM contacts with the phone number having exactly the same format as the number you receive when the customer calls you. In this case, if the customer calls you from number 0525359974 then the CRM must store the number exactly as 0525359974, no country code prefix for example.

It is recommended that you use E164 format everywhere, so you can have full number matches without problems.

If the call comes from a number that is not found in 3CX or the CRM, then 3CX can automatically create a new contact in the CRM and set this number on it. Then, this contact will be added to 3CX Contacts, and you will see a popup when you receive the call. This way, you can edit the contact details, setting the appropriate name for example.

If the contact creation feature is disabled, and the contact can't be found in the CRM, then the call will not be logged.