Call journaling in queue - not working

[akovac93]

Hi,
I have 3CX Proffesional and trying to integrate it with CRM using the CRM Integration in the 3CX settings. I was able to configure the Call Journaling and it seems working when someone dials directly to the Extension number of one of our Agents. However, 99% of the inbound calls come from a call queue. I noticed that when someone is directed to our Agents from the call Queue, the calls are not journaled inside CRM.
I use the Hunt Random Start strategy. For testing, I put only one extension in a queue.

3cxSystemService.log

dials directly:
2021/02/15 21:48:29.343|26896|0060|Erro|CHR: [CDR] failed to open CDR output [email protected]:5000
2021/02/15 21:48:29.347|26896|0060|Info|CRM: about to report 1 calls at maxConcurrency 1
2021/02/15 21:48:29.348|26896|0060|Verb|Processing scenario 'ReportCall'.
2021/02/15 21:48:29.348|26896|0060|Verb|Creating new HttpClient with no authentication
2021/02/15 21:48:29.349|26896|0060|Verb|Skipping request...
2021/02/15 21:48:29.349|26896|0060|Verb|Continue with empty matching.
2021/02/15 21:48:29.349|26896|0060|Verb|Processing scenario 'ReportCallMissed'.
2021/02/15 21:48:29.349|26896|0060|Verb|Creating new HttpClient with no authentication
2021/02/15 21:48:29.349|26896|0060|Verb|Performing POST request to 'http://10.0.0.80:3000/superius' with message '{"duration":"00:20","phone":"655007","agent":"399","callType":"Missed"}'.
2021/02/15 21:48:29.364|26896|0060|Verb|The response is: '{"duration":"00:20","phone":"655007","agent":"399","callType":"Missed"}'
2021/02/15 21:48:29.364|26896|0060|Verb|Continue with empty matching.
2021/02/15 21:48:29.364|26896|0060|Verb|Processing scenario 'ReportCallOutbound'.
2021/02/15 21:48:29.364|26896|0060|Verb|Creating new HttpClient with no authentication
2021/02/15 21:48:29.364|26896|0060|Verb|Skipping request...
2021/02/15 21:48:29.364|26896|0060|Verb|Continue with empty matching.
2021/02/15 21:48:29.364|26896|0060|Verb|Processing scenario 'ReportCallNotanswered'.


dials in queue:
2021/02/15 21:42:41.101|26896|0006|Verb|Enqueue Inserted.CONNECTION.141
2021/02/15 21:42:41.101|26896|0006|Verb|Not processed. Number=655007, connection=141, state=Dialing
2021/02/15 21:42:41.101|26896|0006|Verb|Add to processing. Number=655007, connection=141, state=Dialing
2021/02/15 21:42:41.101|26896|0006|Info|CRM ProcessActiveConnections(). Attached entries to connection: 138
2021/02/15 21:42:41.101|26896|0006|Verb|CRM: LocalMatches=138. Number=655007, connection=141, state=Dialing
2021/02/15 21:42:41.101|26896|0006|Info|CRM: Synchronize(...) called
2021/02/15 21:42:41.101|26896|0004|Verb|Dequeue Inserted.CONNECTION.141
2021/02/15 21:42:41.101|26896|0110|Info|CRM: maxConcurrency=2
2021/02/15 21:42:41.102|26896|0110|Info|CRM: making request to CRM. Number=655007
2021/02/15 21:42:41.102|26896|0110|Info|CRM: No changes detected for contact Wphonebook.138: Wtenant.1: default - - Ante Antic
2021/02/15 21:42:41.102|26896|0110|Verb|Removed from processing. Number=655007
2021/02/15 21:42:41.102|26896|0110|Info|CRM: processing of 655007 has been finished
2021/02/15 21:42:41.381|26896|0006|Verb|Enqueue Inserted.CONNECTION.142

Any help will be greatly appreciated,

Thanks.

 

[Evolute IT]

Hmm, that should still work.

And the log isn't clear. Please share your XML template file (or using the "code" insertion please, don't paste directly here.)

 

[akovac93]

I have two templates. For testing and production. I'm sending you a test template file.

 

[edossantos]

Is the call ringing at 2 extensions simultaneously by any chance?

 

[akovac93]

No, only one extension is ringing.

 

[edossantos]

Do you have a "normal" contact in your 3CX contacts matching the caller's number? Can you remove it in that case? I can see a normal contact match in the log...

 

[akovac93]

Contact type is "CRM". If I delete a contact. It is recreated after the call.

 

[edossantos]

Can you describe what happens with the call since it arrives to 3CX until it's handled by the agent? Is it connected to another extension in the middle? Maybe a receptionist taking the call and then transfering it to the queue?

 

[akovac93]

The call comes directly to the queue. The call journaling works if the agent answers. But when the agent does not answer, the call jurnaling does not work. It is also not working if the caller drops the call (Lost Call in Queue).

 

[edossantos]

Call journaling works when the call is sent to an extension, if it remains on the queue and the caller hangs up, it will not be reported.

But the missed call to the agent should be reported. The only case in which the call is not reported is when there are multiple calls to extensions. It would be good to see the CDRs for this call, to understand if there is a single call, or there are more....

 

[akovac93]

399 (antun-test) is extension
808 (AntunTest) is queue

When calling, the agent did not answer. Call journaling did not work.

Call 1724,00000177BECF328D_107,00:01:01,2021/02/20 09:39:45,2021/02/20 09:39:46,2021/02/20 09:40:47,TerminatedByDst,655007,Ext.808,10000,808,808,,,,,,,,Chain: 655007;Ext.808;,Customer Undefine:antun-test,Line,Queue,,AntunTest,,399;399;

 

[edossantos]

In order to investigate further, I will need more detailed logs. Please do the following:
1) Ensure that you have 3CX v16 Update 8 installed.
2) Enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings.
3) Reproduce the issue.
4) Generate the Support Information Package, as described here.
5) Send me the ZIP file generated in a private message, including the details of the call you made (origin, destination, queue extension, agent extension, date, and time).

Thank you.