Call journaling not working after v20 upgrade

[Carl Wright]

Hi

I wonder if I can get some help with our call journaling script.

Since we've been updated to v20 it's stopped logging calls.

It was working previously.

When testing in the new interface the number lookup works fine, just call journaling seems to fail. I'm not sure why, we're not receiving errors at the other end.

Is there any documentation identifying changes between v18 and v20 so I can help pinpoint the problem.

I've included my API config XML for reference.

Many thanks
Carl

 

[Evolute IT]

V20 shouldn't break it unless you were using a very old version of v18.

 

[Carl Wright]

I'm not sure what version of 18 we were using. It's hosted by our SIP provider. Like I say it was working fine until yesterday when they upgraded. I've reinstalled the xml file and journaling no longer works.

 

[Evolute IT]

I'm not sure what version of 18 we were using. It's hosted by our SIP provider. Like I say it was working fine until yesterday when they upgraded. I've reinstalled the xml file and journaling no longer works.

I see. You should ask your provider if they were on V18 Update 5 or earlier. If so, that's why.

You probably just need the EntityId/EntityType outputs in the lookup and use [EntityId] instead of [Contact::ID]. (Haven't looked at your template yet.)

 

[Carl Wright]

Thanks, we're using EntityId/EntityType, no reference to Contact::ID in the file.

Baffling.

 

[Evolute IT]

Thanks, we're using EntityId/EntityType, no reference to Contact::ID in the file.

Baffling.

Enable verbose logging and check the 3cxSystemService.log file (download supportinfo package), and search for "CRM". You'll see all the requests/responses.

 

[Carl Wright]

Ah its working now!

I have no idea why, it's just suddenly kicked in.

All I did this time was delete the old template and re-apply. Could it be because I was just loading template changes in over the top?

 

[Evolute IT]

Ah its working now!

I have no idea why, it's just suddenly kicked in.

All I did this time was delete the old template and re-apply. Could it be because I was just loading template changes in over the top?

Could be. V20 has some glitches with CRM templates that we noticed, but nothing major.