Call logging on Failed Calls

[George_WB]

Hi,

Since upgrading to v20 and fixing all issues regarding Call Logging, our agents noticed that some outgoing calls are not logged on Salesforce. From some investigation it is possible that these calls failed from SIP Provider.

Is it possible from 3CX side to still log the calls that failed with a matching status?

 

[Evolute IT]

It should be logged as Outbound "Notanswered". Enable verbose logging and check the 3cxSystemService.log file (search for "CRM:" to find all entries.) You may see the error or at least the ReportCall data.

 

[George_WB]

It seems that for some reason I get ContactRawData='(null)' for these calls, although it can find the contact and it registered some calls before on the same SF Account

Below is a sample of the call that fails to log to CRM

2025/03/19 08:10:05.287|0044|Info| [Integration.Crm.CallProcessingService] CRM: Recording file has been processed. Sending call journaling record.
2025/03/19 08:10:05.288|0005|Debg| Enqueue Deleted.S_RECORDINGDATA.3466
2025/03/19 08:10:05.288|0044|Info| [Integration.Crm.CallProcessingService] CRM: about to report 1 calls at maxConcurrency 16
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.CallProcessingService] CRM: Triggering Call Journaling with values - CallType='Notanswered' - PhoneNumber='+xxxxxxxx' - ContactName='xxxxxx' - AgentExtension='1103' - AgentFirstName='xxx' - AgentLastName='xxx' - AgentEmail='[email protected]' - ContactRawData='(null)' - StartTime='03/19/2025 06:09:07' - EndTime='03/19/2025 06:09:35' - EstablishedTime='01/01/0001 00:00:00'
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ResultVariableScenarioProcessor] CRM: Processing scenario 'ReportCall'.
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ScenarioAuthHttpClientProvider] CRM: All tokens are up to date
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ResultVariableScenarioProcessor] CRM: Skipping request...
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ResultVariableScenarioProcessor] CRM: Continue with empty matching.
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ResultVariableScenarioProcessor] CRM: Processing scenario 'CreateCallActivity'.
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ScenarioAuthHttpClientProvider] CRM: All tokens are up to date
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ResultVariableScenarioProcessor] CRM: Skipping request...
2025/03/19 08:10:05.288|0044|Debg| [Integration.Crm.Engine.ResultVariableScenarioProcessor] CRM: No matchings found.

 

[George_WB]

The below is also in the logs, just right before calling the ReportCall scenario:

2025/03/19 08:10:04.303|0061|Trac| [Npgsql.Connection] End user action
2025/03/19 08:10:04.303|0061|Erro| Call type is invalid or not specified Unknown
2025/03/19 08:10:04.304|0061|Erro| Call type is invalid or not specified Unknown
2025/03/19 08:10:04.304|0061|Erro| Call type is invalid or not specified Unknown
2025/03/19 08:10:04.304|0061|Erro| Call type is invalid or not specified Unknown

 

[edossantos_sipcaller]

Do you see the result of the contact lookup in the log? That should tell you how it is assigning the ContactRawData.

 

[George_WB]

Do you see the result of the contact lookup in the log? That should tell you how it is assigning the ContactRawData.

Yes, I can see the ContactRawData as the account id. At the same time I can see from our SIP trunk provider CDR records that some of these calls that are not registered have Status Unknown. Can the SIP Trunk call status be related with 3CX Call Logging to CRM?

 

[George_WB]

Not sure if anyone else is having a similar issue but after removing a second SIP Provider I had on my Outgoing Rule it seems that fixed it. This looks like a bug on 3CX side as it doesn't recognise when a provider fails to reach a number and goes to the second one, resulting in not registering the call to CRM at all