Solved Call Journaling

[HaroonB]

Hi there,

I have a few customers saying Call Journaling is not working on the latest version of 3CX.

When they restart their instance, it does send some historic call journaling records. Sort of like they are stuck in a queue on the 3CX system.

What can I do in terms of troubleshooting?

 

[Evolute IT]

Are they using transcription? If enabled but not properly set up, it can cause such issues.

The logs would be in the 3cxSystemService.log file from the Support Info package. Make sure to enable verbose to see errors.

 

[NikosT_3CX]

@HaroonB on the Admin Console >> Integrations >> Transcription do you see any errors there in red ?

 

[HaroonB]

@HaroonB on the Admin Console >> Integrations >> Transcription do you see any errors there in red ?

That was it! Turned that off and it immediately worked. Even filled in the missing Call Journaling!

 

[Evolute IT]

That was it! Turned that off and it immediately worked. Even filled in the missing Call Journaling!

Yeah it's a known issue that if transcription via 3CX is enabled but the license doesn't allow for it, it seems to block call journaling from working.

We've seen this a few times.