Call Journaling works for Inbound Calls, Outbound calls are not entering the database

[Jijo_Raj]

Hi Support.

I have set up the CRM template and contact lookup, contact creation and inbound calls working fine. The outbound calls are not recorded in the database. Attached the scenario of out bound calls.



Many Thanks,
Jijo

 

[edossantos]

In order to troubleshoot this, enable verbose logs as explained here, then reproduce the issue and check the 3cxSystemService.log, which will contain all the interactions with your CRM. There you will see any error.

 

[Jijo_Raj]

Attached the log for your reference

 

[edossantos]

Can you share your template? It seems that the chained scenario "ReportCalOutbound" is not being executed, but it's not clear why.

 

[Jijo_Raj]

Here is the template

 

[edossantos]

Please provide the information (date, time, number) of an outbound call you made, where you reproduce the issue. Ensure that this call is in the log, otherwise please send an updated log.

 

[Jijo_Raj]

Hi,

I reproduced the issue. Outbound call details are below.

Number : 0557304241
Date & Time: 2020/07/09 09:28:13

I have attached the updated verbose log in which this outbound call is logged.

Thanks!

 

[Jijo_Raj]

Hi,

Is there any update on this? Awaiting for your reply

Thanks

 

[edossantos]

The log shows that the ReportCall scenario is skipped:
2020/07/09 09:28:14.075|9384|0045|Verb|Processing scenario 'ReportCall'.
2020/07/09 09:28:14.075|9384|0045|Verb|Skipping request...

Do you have the option "Enable Call Journaling" checked in the template configuration?

 

[Jijo_Raj]

Yes, The Call Journaling is enabled

 

[Jijo_Raj]

And inbound calls are stored, Only outbound and missed calls are not stored.

2020/07/15 12:05:35.611|9384|0036|Info|Transcribe is disabled
2020/07/15 12:05:35.611|9384|0066|Info|CRM: about to report 1 calls at maxConcurrency 1
2020/07/15 12:05:35.612|9384|0066|Verb|Processing scenario 'ReportCall'.
2020/07/15 12:05:35.612|9384|0066|Verb|Creating new HttpClient with no authentication
2020/07/15 12:05:35.612|9384|0066|Verb|Skipping request...
2020/07/15 12:05:35.612|9384|0066|Verb|Continue with empty matching.
2020/07/15 12:05:35.612|9384|0066|Verb|Processing scenario 'ReportCallMissed'.
2020/07/15 12:05:35.612|9384|0066|Verb|Creating new HttpClient with no authentication
2020/07/15 12:05:35.612|9384|0066|Verb|Skipping request...
2020/07/15 12:05:35.612|9384|0066|Verb|Continue with empty matching.
2020/07/15 12:05:35.612|9384|0066|Verb|Processing scenario 'ReportCallOutbound'.
2020/07/15 12:05:35.612|9384|0066|Verb|Creating new HttpClient with no authentication
2020/07/15 12:05:35.612|9384|0066|Verb|Performing POST request to 'http://whitespots-cleaning.com/telesales_dashboard/ajax/create_calls.php' with message '{"callduration":"01:00","contactnumber":"0526011450","agentextension":"0432","description":"Outbound Call","calldatetime":"7/15/2020 12:04 PM"}'.
2020/07/15 12:05:35.615|9384|0023|Verb|Enqueue Updated.PARAMETER.472
2020/07/15 12:05:35.615|9384|0011|Verb|Dequeue Updated.PARAMETER.472


This is the from the latest log. I see a POST request, but not sure why its not entering database.

 

[edossantos]

This is the from the latest log. I see a POST request, but not sure why its not entering database.

That's something that you need to check on the CRM side. As you can see 3CX is sending the request.

 

[Jijo_Raj]

Hi Santos,

I have attached 2 screenshot with 2 scenarios of outbound calls.

1. The contact number is in database - (The contact lookup works, Post insertion query initiated, But Ends saying no match found)

2. Outbound call made to New contact - (Post Insertion query initiated, But Failed saying no match found)

 

[edossantos]

1. The contact number is in database - (The contact lookup works, Post insertion query initiated, But Ends saying no match found)

The log shows that the information is being sent to you. What's not working here? The "No matchings found" message is not an error, it's normal and expected for Call Journaling.

2. Outbound call made to New contact - (Post Insertion query initiated, But Failed saying no match found)

Again, I see no error here. The call is being sent to the CRM.

 

[Jijo_Raj]

Hi Santos,

As i said, Only inbound calls are stored in database. Outbound calls are not stored. Only empty data is entering into database when i make an outbound call.

The logic for inbound and outbound is the same. only the Description field changes. But im not sure why the outbound calls are not stored.

 

[edossantos]

Hi Santos,

As i said, Only inbound calls are stored in database. Outbound calls are not stored. Only empty data is entering into database when i make an outbound call.

The logic for inbound and outbound is the same. only the Description field changes. But im not sure why the outbound calls are not stored.

Well, this is not 3CX fault. You need to check the web service receiving the information. 3CX is making the POST request, as you can see in the log. If the web service then doesn't store this information in the database, that's something that we don't know, and can't control.... You should check the next module in this chain...

 

[Jijo_Raj]

Hi Santos,

Apart from inbound calls, nothing else is working in call journaling. The next module Report call missed is also not working.

I am using same Contact Url, Same POST values. But still outbound and other modules dont work.

Do you still feel this is not 3cx issue? Same set of data, Same URL, but the scenario fails? I dont understand.

Regards,
Jijo

 

[edossantos]

I can confirm that this is not a 3CX issue. 3CX is making a POST request to your CRM for those scenarios which are not stored, we can see it in the log. If this information is not being stored, you need to check what's happening in your CRM... Maybe your web service receives the information, but an error occurs while saving the information in the database... I can't tell, you will need to check it in the web service log.