Call journaling configuration

[benjamin.hagemeister@orga]

We have enabled call journaling and it's working fine with Salesforce.

Is there a way to disable call journaling for single call categories? We don't need information about missed or unanswered outbound calls. We've already removed the configured texts for those calls in the configuration, but the calls are logged anyway.

 

[Evolute IT]

We have enabled call journaling and it's working fine with Salesforce.

Is there a way to disable call journaling for single call categories? We don't need information about missed or unanswered outbound calls. We've already removed the configured texts for those calls in the configuration, but the calls are logged anyway.

You need to customize the integration template and add filter rules to the ReportCall scenario.

@edossantos will tell you exactly how.

 

[edossantos]

Exactly, you will need to edit the template for this. Currently you have the following for the ReportCall scenario:

    <Scenario Id="CreateCallActivity">
      <Request Url="[Url]/services/data/v49.0/sobjects/task" RequestType="Post" RequestEncoding="Json" ResponseType="Json" >
        <PostValues>
          <Value Passes="2" Key="Subject">[[Subject]]</Value>
          <Value Key="Status">Completed</Value>
          <Value Key="Priority">Normal</Value>
          <Value Key="TaskSubtype">Call</Value>
          <Value Key="ActivityDate">[[CallStartTimeLocal].ToString("yyyy-MM-dd")]</Value>
          <Value Key="CallDurationInSeconds">[[[DurationTimespan].get_TotalSeconds()].ToString("F0")]</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Inbound">Inbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Missed">Inbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Outbound">Outbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Notanswered">Outbound</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Inbound">[[InboundCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Missed">[[MissedCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Outbound">[[OutboundCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Notanswered">[[NotAnsweredOutboundCallText]]</Value>
          <Value Key="WhoId" If="[Contact::EntityType]!=Account">[Contact::EntityId]</Value>
          <Value Key="WhatId" If="[Contact::EntityType]==Account">[Contact::EntityId]</Value>
          <Value Key="OwnerId">[OwnerId]</Value>
        </PostValues>
      </Request>
    </Scenario>

And you should change that to the following in order to report calls only for answered calls (inbound and outbound):

    <Scenario Id="CreateCallActivity">
      <Request SkipIf="[CallType]!=Inbound" Url="[Url]/services/data/v49.0/sobjects/task" RequestType="Post" RequestEncoding="Json" ResponseType="Json" >
        <PostValues>
          <Value Passes="2" Key="Subject">[[Subject]]</Value>
          <Value Key="Status">Completed</Value>
          <Value Key="Priority">Normal</Value>
          <Value Key="TaskSubtype">Call</Value>
          <Value Key="ActivityDate">[[CallStartTimeLocal].ToString("yyyy-MM-dd")]</Value>
          <Value Key="CallDurationInSeconds">[[[DurationTimespan].get_TotalSeconds()].ToString("F0")]</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Inbound">Inbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Missed">Inbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Outbound">Outbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Notanswered">Outbound</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Inbound">[[InboundCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Missed">[[MissedCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Outbound">[[OutboundCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Notanswered">[[NotAnsweredOutboundCallText]]</Value>
          <Value Key="WhoId" If="[Contact::EntityType]!=Account">[Contact::EntityId]</Value>
          <Value Key="WhatId" If="[Contact::EntityType]==Account">[Contact::EntityId]</Value>
          <Value Key="OwnerId">[OwnerId]</Value>
        </PostValues>
      </Request>
      <Outputs AllowEmpty="true" Next="CreateCallActivityOutbound"/>
    </Scenario>
    <Scenario Id="CreateCallActivityOutbound">
      <Request SkipIf="[CallType]!=Outbound" Url="[Url]/services/data/v49.0/sobjects/task" RequestType="Post" RequestEncoding="Json" ResponseType="Json" >
        <PostValues>
          <Value Passes="2" Key="Subject">[[Subject]]</Value>
          <Value Key="Status">Completed</Value>
          <Value Key="Priority">Normal</Value>
          <Value Key="TaskSubtype">Call</Value>
          <Value Key="ActivityDate">[[CallStartTimeLocal].ToString("yyyy-MM-dd")]</Value>
          <Value Key="CallDurationInSeconds">[[[DurationTimespan].get_TotalSeconds()].ToString("F0")]</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Inbound">Inbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Missed">Inbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Outbound">Outbound</Value>
          <Value Key="CallType" Passes="2" If="[CallType]==Notanswered">Outbound</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Inbound">[[InboundCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Missed">[[MissedCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Outbound">[[OutboundCallText]]</Value>
          <Value Key="Description" Passes="2" If="[CallType]==Notanswered">[[NotAnsweredOutboundCallText]]</Value>
          <Value Key="WhoId" If="[Contact::EntityType]!=Account">[Contact::EntityId]</Value>
          <Value Key="WhatId" If="[Contact::EntityType]==Account">[Contact::EntityId]</Value>
          <Value Key="OwnerId">[OwnerId]</Value>
        </PostValues>
      </Request>
    </Scenario>

You should also change the name of the template in the second line, from Name="Salesforce" to Name="SalesforceCustom". Then upload the updated template to the 3CX console.

 

[benjamin.hagemeister@orga]

That solved the problem for us, thank you!