Solved Call Journalling of 3cx calls on my Zoho Crm

[Ayomide]

I have completed the integration of my company's Zoho CRM with our 3cx platform following the instructions here https://www.3cx.com/docs/pbx-crm-integration-zoho/, When I do a test for a valid phone number lookup, it works fine, but the call journaling functionality of logging calls via 3cx on the Zoho CRM is still not functional, please kindly assist me. My company is on Pro version 16.0.9 Thank you

 

[edossantos]

I have completed the integration of my company's Zoho CRM with our 3cx platform following the instructions here https://www.3cx.com/docs/pbx-crm-integration-zoho/, When I do a test for a valid phone number lookup, it works fine, but the call journaling functionality of logging calls via 3cx on the Zoho CRM is still not functional, please kindly assist me. My company is on Pro version 16.0.9 Thank you

Did you create the custom field in Zoho to store the extension number? Did you set the extension number for your agents?

In order to troubleshoot this, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and finally check the 3cxSystemService.log file which you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

Also, please note that inbound missed calls received through a queue or ring group where multiple extensions are ringing, are not reported.

 

[Ayomide]

Did you create the custom field in Zoho to store the extension number? Did you set the extension number for your agents?

In order to troubleshoot this, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and finally check the 3cxSystemService.log file which you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.

Also, please note that inbound missed calls received through a queue or ring group where multiple extensions are ringing, are not reported.

I just enabled verbose logging from my management console, is there a way to restart the 3cx instance from the management console?

 

[Ayomide]

@edossantos

 

[Ayomide]

please anyone who has successfully integrated their Zoho Crm with 3cx could kindly help. Thank you

 

[edossantos]

The part of the log we can see in the screenshot only has the contact lookup, which returns a valid record. We need to see what happens when the call ends. Can you please send me the full log file in a private message so I can take a look?

 

[Ayomide]

The part of the log we can see in the screenshot only has the contact lookup, which returns a valid record. We need to see what happens when the call ends. Can you please send me the full log file in a private message so I can take a look?

There is no option to attach a document in the message option

 

[edossantos]

There is no option to attach a document in the message option

Correct, you need to upload it to the cloud and send me the download link.

 

[Ayomide]

Done.

 

[edossantos]

2021/09/22 16:08:05.164|969|0057|Verb|Performing GET request 'https://www.zohoapis.com/crm/v2/Contacts/search?criteria=((Phone:equals:REDACTED_PHONE) or (Mobile:equals:REDACTED_PHONE) or (Home_Phone:equals:REDACTED_PHONE) or (Other_Phone:equals:REDACTED_PHONE) or (Fax:equals:REDACTED_PHONE))&fields=Account_Name,id,First_Name,Last_Name,Phone,Mobile,Home_Phone,Asst_Phone,Other_Phone,Email,Fax'.
2021/09/22 16:08:05.323|969|0055|Erro|Exception during number processing: System.Exception: Server returned a non successful status code - HTTPStatusCode=TooManyRequests - Reason= - Content={"code":"TOO_MANY_REQUESTS","details":{},"message":"Many requests fired than the allowed limit for the past 24 hours.","status":"error"}

It seems you made too many requests to the Zoho REST API. Are you using this API only for the 3CX integration? 3CX is not likely to cause this. You would need a huge number of calls for that....

 

[Ayomide]

It seems you made too many requests to the Zoho REST API. Are you using this API only for the 3CX integration? 3CX is not likely to cause this. You would need a huge number of calls for that....

Yes I am using this API only for the 3cx Integration

 

[edossantos]

Yes I am using this API only for the 3cx Integration

You will need to wait 24 hours to get rid of this limitation. It seems this is an installation with many calls, I can see 122 API calls in 7 minutes, that's a lot. Every call can take up to 6 API requests: 3 contact lookups (contacts, leads and accounts), 1 contact creation (if not found), 1 user lookup to map the extension to an agent, and 1 call journaling. When the contact is found, this is less, because the lookup on leads and accounts might be skipped.

Are you using the Free edition of Zoho? That's very limited in terms of API calls. Please check this:
https://www.zoho.com/crm/developer/docs/api/v2/api-limits.html

You might need to upgrade your Zoho account to something that gives you more credits....

 

[Ayomide]

You will need to wait 24 hours to get rid of this limitation. It seems this is an installation with many calls, I can see 122 API calls in 7 minutes, that's a lot. Every call can take up to 6 API requests: 3 contact lookups (contacts, leads and accounts), 1 contact creation (if not found), 1 user lookup to map the extension to an agent, and 1 call journaling. When the contact is found, this is less, because the lookup on leads and accounts might be skipped.

Are you using the Free edition of Zoho? That's very limited in terms of API calls. Please check this:
https://www.zoho.com/crm/developer/docs/api/v2/api-limits.html

You might need to upgrade your Zoho account to something that gives you more credits....

I think I need to disable the creation of new contacts as we make a lot of calls to numbers not on the crm and it would do a lookup and create a new contact for such unknown contacts. I can do that now and we are not using a free version of Zoho CRM we are using a paid version. How can I get rid of the excess API calls? and is that what is causing the call journaling not to work at all?

 

[Ayomide]

And hw can I restart my 3cx server from the management console? @edossantos

 

[edossantos]

I think I need to disable the creation of new contacts as we make a lot of calls to numbers not on the crm and it would do a lookup and create a new contact for such unknown contacts.

That will definitely reduce the number of API calls.

I can do that now and we are not using a free version of Zoho CRM we are using a paid version.

Paid versions might also have a limited number of requests, for example the "Standard/Starter Edition" has only 5.000 per day, the same than the free edition. Please check the link from Zoho to understand what are the limits of each edition.

How can I get rid of the excess API calls?

Turning off the contact creation is something you can do.

and is that what is causing the call journaling not to work at all?

Checking the logs, I can see that there is an issue with the configuration. When 3CX tries to get the Zoho user for extension 1076, we get this error:

2021/09/22 16:02:28.320|969|0059|Verb|Performing GET request 'https://www.zohoapis.com/crm/v2/users/search?criteria=(Extension Number:equals:1076)'.
2021/09/22 16:02:28.510|969|0059|Erro|Exception during call reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason= - Content={"code":"INVALID_QUERY","details":{"reason":"the field is not available for search","api_name":"Extension Number"},"message":"invalid query formed","status":"error"}

If you created the custom field with the name "Extension Number", then the ID should be "Extension_Number" (with the space replaced by an underscore). Try with that.

And hw can I restart my 3cx server from the management console?

From the 3CX Console > Dashboard > Services, you can restart all the services.

 

[Ayomide]

Thanks a lot @edossantos. You really helped me to resolve this. This has been solved now fully. Thanks again