Call Journaling not triggerd if caller does not exists in contactdatabase

[Triple]

I noticed than when a caller is called and the CRM GET search ~/api/search?Phone=123456 doesn't return a contactinformation than the POST ~/api/ReportCall isn't triggered by 3CX, is that correct or do i have something not setup right?

This is partial the CRM integration XML template:

    <Scenario Id="ReportCall" Type="REST">
      <Request SkipIf="[ReportCallEnabled]!=True" Url="http://192.168.0.203:3721/api/ReportCall" MessagePasses="0" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
        <PostValues Key="">
          <Value Key="callstarttimelocal" Passes="1" Type="String">[CallStartTimeLocal]</Value>
          <Value Key="callendtimelocal" Passes="1" Type="String">[CallEndTimeLocal]</Value>
          <Value Key="phone" Passes="1" Type="String">[Number]</Value>
          <Value Key="agent" Passes="1" Type="String">[Agent]</Value>
          <Value Key="calltype" Passes="1" Type="String">[CallType]</Value>
        </PostValues>
      </Request>
      <Variables />
      <Outputs Next="ReportCallMissed" AllowEmpty="true" />
    </Scenario>

 

[Evolute IT]

Yes this is correct. The call journaling requires a contact to be matched.

 

[Triple]

Thanks, that explains that. I guess it's not possible to bypass this and always trigger the Call Journal?

 

[edossantos]

Thanks, that explains that. I guess it's not possible to bypass this and always trigger the Call Journal?

You can do that if you always return a contact record, even if it's a dummy record... You can adjust your Lookup SQL statement, or even work with the contact creation feature so you add the record to the database when it's not matched, and that way you always have a matched contact.

 

[Triple]

Ah that's a good idea. Could it work if i create one contact that has the same id which i then always return for each number that isn't found? That would hopefully only create one contact then on which the phonenumber is overwritten for each new unknown caller?

 

[edossantos]

Ah that's a good idea. Could it work if i create one contact that has the same id which i then always return for each number that isn't found? That would hopefully only create one contact then on which the phonenumber is overwritten for each new unknown caller?

Yes, that's correct. The key to create only 1 contact is returning always the same ContactUrl.

 

[Triple]

Great, i will put it on my ToDo list. Returning the same Contact URL is no problem.

 

[dipraise]

Greetings to all, I have the same question.
I do not understand how to do logging in salesforce if there is no contact/lead or account in the CRM.
We need the PBX to create CallActivity /services/data/v49.0/sobjects/task.... Please tell me how this can be implemented?

 

[edossantos]

Greetings to all, I have the same question.
I do not understand how to do logging in salesforce if there is no contact/lead or account in the CRM.
We need the PBX to create CallActivity /services/data/v49.0/sobjects/task and the request only contains OwnerId in case there is no contact in the CRM. Please tell me how this can be implemented?

Call Journaling requires a matched contact, lead or account. You can enable the "contact creation" feature in 3CX, so when there is no match, 3CX will automatically create a contact in Salesforce. This way you always have a contact matching the caller's number.

 

[dipraise]

Call Journaling requires a matched contact, lead or account. You can enable the "contact creation" feature in 3CX, so when there is no match, 3CX will automatically create a contact in Salesforce. This way you always have a contact matching the caller's number.

We tried this function, we have a lot of leads that spoil the statistics. Therefore, we only need tasks that will be assigned to the creator.

 

[edossantos]

We tried this function, we have a lot of leads that spoil the statistics. Therefore, we only need tasks that will be assigned to the creator.

The integration requires a matching contact/lead/account in order to report calls. This can't be avoided.

 

[dipraise]

The integration requires a matching contact/lead/account in order to report calls. This can't be avoided.

Are you planning an update in which it will be possible to create tasks for a non-existent contact?

 

[edossantos]

Are you planning an update in which it will be possible to create tasks for a non-existent contact?

No. Requiring a contact is important, because the Call Journaling feature uses data from the contact lookup. Particularly, the Contact/Lead/Account ID is required to create the task associated to it.

 

[dipraise]

No. Requiring a contact is important, because the Call Journaling feature uses data from the contact lookup. Particularly, the Contact/Lead/Account ID is required to create the task associated to it.

Understood thanks