Call Journaling Info Not sent to API consistently

[paoloLac]

Hi,

We have setup 3CX Integration and was able to solve initial problems with the help on great people in this forum. The issue we are encountering now is with the Call Journaling. The call data is being sent to our api but not consistent. I noticed that the post requests are successful right after adding the xml template, testing and confirming. I try to call the trunk line right after saving the template and can see that the call info (missed calls) are passed to our db. However, this is only successful like on 2 and 3 attempts. After that, data is no longer being passed. I have to re-upload the template again to make it work. Then it goes in circles.

Any help is much appreciated. Thanks in advance!

 

[edossantos]

Hello @paoloLac,

Please note that Call Journaling requires a matched contact. If the contact lookup doesn't find a contact, then Call Journaling is skipped.

In any case, in order to properly investigate this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, then make calls until you reproduce the issue, and check the 3cxSystemService.log file.

 

[paoloLac]

Hi Ernesto,

Thanks again for looking into my concern. Noted on this one. I am thinking that it might also be on how I have setup the template. I am looking into https://www.3cx.com/docs/server-side-crm-template-xml-description at the moment and trying to understand how everything in the template work. Will do what you suggested and maybe find something interesting in the logs. I'll update this thread if I could not get this issue resolved on my end.

Thanks again!

 

[paoloLac]

Hi Ernesto,

So I made additional test and changes to the template. I noticed that the call journaling info is only being passed when a contact is created. Once the contact is created in 3CX and CRM, call journaling no longer pushes through. For contact lookup, is it required to only have one result? What if I have an array of results? Should I filter this to only output one? Thanks!

 

[edossantos]

Call Journaling requires that a contact is matched. This could be the result of a contact creation, or a contact lookup.

The contact lookup can return as many records as you want, but only the first will be considered.

 

[paoloLac]

Thanks @edossantos . I am not sure what I am doing wrong on this. When I test the template in the management console, the CRM logs shows that variables were set to the contact lookup results (so I assume that it did find a match) but then it always proceeds to the contact creation and creates a new contact to our DB. In the Search results, it always shows the ID of the newly created contact.

 

[Evolute IT]

Check the phone number format and your config under Advanced -> Contacts -> Options -> Match X digits.

Make sure everything matches so that 3CX queries in the same format as you are testing. Put the log in verbose to confirm (3CXSystemService.log).

 

[edossantos]

Thanks @edossantos . I am not sure what I am doing wrong on this. When I test the template in the management console, the CRM logs shows that variables were set to the contact lookup results (so I assume that it did find a match) but then it always proceeds to the contact creation and creates a new contact to our DB. In the Search results, it always shows the ID of the newly created contact.

In that case, probably you're not providing the required outputs. 3CX will only consider a returned record valid if:
- It provides the FirstName, LastName or CompanyName outputs.
- It provides the number being searched in a phone output (for example PhoneBusiness).
- It provides the ContactUrl output.

If any of these 3 values are not provided, then the record is not considered. So ensure that your template is providing these outputs.

 

[paoloLac]

Thanks much @edossantos ! You are correct, I added the PhoneBusiness in the Outputs and it worked! You're a lifesaver!