Call Journaling issue.

[JR99]

I set up Zoho to 3cx to try out to see if I want to switch over ti Zoho for CRM. I have read through the set up guide a few times, and as far as I can tell everything is set up properly. Ive looked on for forums for a similar issue, but haven't gotten anywhere., I have both chat and call journaling enabled. When texts come through it attaches just fine, but no calls are being attached in Zoho. If I am understanding the Zoho logs properly, then it doesn't look like a call record is being pushed to Zoho, but can't say for certain.

here is a screenshot of the set up for 3cx. As well as what has gotten pushed to Zoho on a test customer. If there are some specific logs that need to be seen let me know and I can send them over.

Thanks!

 

[jv18564]

Also, from the full logs you sent, we can't see the JSON being sent, so it's not really helpful. I'm not sure if you can enable something on the Zoho side to log the JSON received in these requests, that would help. Otherwise you will need the 3CX team to debug it....

Hi, unfortunately I don't know if anything can be enabled from the Zoho side. In this situation I am helping the customer with their IT and 3CX but I do not work with Zoho.

Is there any known issues with the current version 36 CRM Template? We keep auto update enabled, although I did try uploading an older version of Zoho CRM Template to do some testing but 3CX automatically replaces it with the new one even if auto update is temporarily disable .

Also I'm not sure if this could be relevant, but if we remove and re add the integration, the Zoho side requires us to select a Data Center location. There is not an option for Australia where we are based, so we had to select USA, we also tried the Multi Location option.

I am wondering if perhaps it is a time zone difference causing the issue as this thread suggests.

Thread 'ZoHo Call Journaling error: "Please provide a valid call start time and duration"'

Jul 9, 2020

Hi,
I have 3cx Windows 16.0.5.619 with ZoHo Integration.
Firts part of crm integration Works fine: All calls are identified and ZoHo contact are copied to 3cx address book it not exists, but call journaling not is working. Looking for errors in log files I have found this error that it happens in every call:

2020/07/09 12:11:22.399|11236|0014|Verb|Performing POST request to 'https://www.zohoapis.eu/crm/v2/Calls' with message '{"data":[{"Subject":"AGB phone...

• accon
• Replies: 1
• Forum: Zoho

Open to any suggestions.

Thanks,

 

[edossantos_sipcaller]

Also I'm not sure if this could be relevant, but if we remove and re add the integration, the Zoho side requires us to select a Data Center location. There is not an option for Australia where we are based, so we had to select USA, we also tried the Multi Location option.

Those settings are related to where you host your Zoho instance. They offer different regions, so you should point to where you have yours, otherwise 3CX will not find your data.

 

[edossantos_sipcaller]

Is there any known issues with the current version 36 CRM Template? We keep auto update enabled, although I did try uploading an older version of Zoho CRM Template to do some testing but 3CX automatically replaces it with the new one even if auto update is temporarily disable .

If you have access to a previous version of the template, maybe you can compare them and spot the differences? In any case, sometimes what changes is inside 3CX and not in the template, so adjusting the template might or might not be of help here.... You need to see somehow the format of this field that Zoho is complaining about. But 3CX is not logging it, and you can't see that from the Zoho side, so you're on a dead end.... Maybe 3CX support can help.

 

[jv18564]

Hi yes I found a comparison in this thread https://www.3cx.com/community/threads/call-logs-after-update-build-721-beta.126760/

In summary, I think a previous update they changed the Call_Duration value in the CRM Template.

But I was able to resolve the issue by correcting the time on the 3CX server, it was barely out 1 minute which was enough for Zoho to reject call journaling entirely.