Call Journaling not always showing up in Salesforce

[NoobSaiba]

Hi,

I implemented the 3CX integration a few months ago. I recently started making reports for our dashboard. I tried adding 'phone calls per user' It works quite well. It keeps track of the call journals that are made in 'tasks'.

The problem is that since i made this report i noticed not all calls are logged.
-Salesforce user emails are same as 3cx user emails
-Not all callers are known in our CRM

I tried looking in verbose log but i can't seem to find anything.

 

[NoobSaiba]

It looks like it primarily logs calls with contact that are known in salesforce. I want all calls to be logged even if there is no contact.

 

[TheodorosG_3CX]

The call is reported to the contact. In this case there must be a valid contact to report the call.

 

[NoobSaiba]

I understand, but if there is no contact the integration should make a new contact right? I checked the box "Allow contact creation" And it should make a new contact called: "Caller [Number]". But it doesn't work. If someone calls that is not in our system it doesnt show a log.

 

[TheodorosG_3CX]

In the latest updates the contact is no longer automatically created as the user will add the contact to the CRM:

 

[NoobSaiba]

Is there a way to still enable this? Or is there maybe another way to report on calls answered/made per agent in salesforce dashboard.

 

[TheodorosG_3CX]

There is no other way, the contact requires that exists in the CRM in order to report the call.

 

[NoobSaiba]

Is there a way to maybe bypass this requirement? For example can i log ALL calls that are NOT in our CRM to a 'fake contact' so i can still report on the amount of calls?

 

[TheodorosG_3CX]

The contact lookup will me triggered for the caller id as it is received in the PBX. Changing this for example with reformatting will affect the caller id that the users will also see in the incoming call.