Call logs after Update (Build 721 Beta)

[Brucy]

Hello,

Since the latest update to Version 20.0 Update 1 (Build 721 Beta), we have been experiencing issues in Zoho with call logs. Normally, calls in the system are logged with corresponding data such as the number, start time of the call, duration, and employee. This worked perfectly until this update. However, since the update, only 3 out of 10 calls are being recorded. The other 7 calls no longer appear in the list for a contact, regardless of whether we make the call or receive it.

As this has always worked smoothly before and has only been occurring sporadically since the update, we believe it to be a bug. Do you have any information regarding this?

Thank you and best regards.

 

[Evolute IT]

Does the lookup still work for those 7 calls? Does it show the link in the Webclient dialer?

 

[Brucy]

Hi,

Thanks for following up.

Yes, the link to the CRM contact works perfectly with every call. The name of the contact is also always displayed. It's just that the call itself is unfortunately not being logged.

 

[Evolute IT]

Hi,

Thanks for following up.

Yes, the link to the CRM contact works perfectly with every call. The name of the contact is also always displayed. It's just that the call itself is unfortunately not being logged.

You'll need to check the 3CXSystemServices.log file while in verbose logging mode. Search for "CRM:" in it.

You can get the file by downloading the Support Info package from the Admin Dashboard.

 

[Brucy]

Hello,

Please find attached the log file.

 

[TheodorosG_3CX]

@Brucy Check the error below:
2024/05/02 17:24:18.489|76357|0021|Erro|CRM: Exception during call reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason= - Content={"data":[{"code":"INVALID_DATA","details":{"api_name":"Call_Duration","json_path":"$.data[0].Call_Duration"},"message":"Please provide a valid call start time and duration","status":"error"}]}

Was the default template modified?

 

[Brucy]

Hi, in the past we had changed something in the template, but since we use v20, we use the standard template without changes.

And so far everything has gone really well. Only since the latest update does it no longer always work

Here also the template.

 

[TheodorosG_3CX]

I have tried to replicate but i was not able.
Is it possible to make some successful and unsuccessful journal calls and give the log?

 

[Brucy]

Hi, yes of course you need the 3CXSystemServices.log ?

 

[TheodorosG_3CX]

Yes please both logs.

 

[Brucy]

I was happy to send you the data privately.

 

[edossantos_sipcaller]

In this 3CX update there is a change in the Zoho template to deal with calls larger than 1 hour. This is to format the call duration in a different way. Maybe be the new implementation is not correct for this particular case? The server is complaining about that, so probably that's the case. The line in the template that was updated is the following:
<Value Key="Call_Duration" If="" SkipIf="" Passes="0" Type="String">[[[DurationTimespan].get_TotalMinutes()].ToString("F0")]:[[DurationTimespan].ToString("ss")]</Value>

It would be interesting to see what 3CX is sending to the Zoho server for the calls where the failure is reproduced...

 

[Brucy]

Hi,
I have now reintroduced the old Zoho template and it looks good again. Every call is displayed in Zoho again. There is one small exception. A call with more than 1 hour is not displayed in Zoho.

 

[edossantos_sipcaller]

After doing some tests, I think the problem is that using the format F0 for calls of less than 10 minutes will result in only 1 digit for the minute, and that's probably being rejected by Zoho. So for example, a call of 1 minute and 32 seconds will be:
1:32

instead of what it should be:
01:32

The definitive solution, which will also fix the issue of calls larger than 1 hour would be changing this line:

<Value Key="Call_Duration" If="" SkipIf="" Passes="0" Type="String">[[[DurationTimespan].get_TotalMinutes()].ToString("F0")]:[[DurationTimespan].ToString("ss")]</Value>

With this:

<Value Key="Call_Duration" If="" SkipIf="" Passes="0" Type="String">[[[DurationTimespan].get_TotalMinutes()].ToString("00")]:[[DurationTimespan].ToString("ss")]</Value>

Can you give it a try? In that case maybe 3CX can take this and adjust the template.

 

[Brucy]

With the following code almost every call was tracked again but not for more than 1 hour.

<Value Key="Call_Duration" Passes="0" Type="String">[Duration]</Value>
--------
I was happy to try the new code. With the next code there were again problems with tracking that not every call is recorded in Zoho. Also the 1 hour call is not displayed in Zoho.

<Value Key="Call_Duration" If="" SkipIf="" Passes="0" Type="String">[[[DurationTimespan].get_TotalMinutes()].ToString("00")]:[[DurationTimespan].ToString("ss")]</Value>

----------

Currently, I would tend to use the first code, because it records every call with the small restriction that no call may last longer than 1 hour.

Or do you have any other ideas?

 

[edossantos_sipcaller]

With the following code almost every call was tracked again but not for more than 1 hour.

<Value Key="Call_Duration" Passes="0" Type="String">[Duration]</Value>
--------
I was happy to try the new code. With the next code there were again problems with tracking that not every call is recorded in Zoho. Also the 1 hour call is not displayed in Zoho.

<Value Key="Call_Duration" If="" SkipIf="" Passes="0" Type="String">[[[DurationTimespan].get_TotalMinutes()].ToString("00")]:[[DurationTimespan].ToString("ss")]</Value>

----------

Currently, I would tend to use the first code, because it records every call with the small restriction that no call may last longer than 1 hour.

Or do you have any other ideas?

That's weird, doing some tests with Visual Studio, I can confirm that those expressions should work in all cases. Can you check the 3cxSystemService.log file in verbose mode and see the JSON being sent to Zoho when the call journaling fails?

 

[MichaelB_3CX]

@Brucy please check the upcoming build 731 and let us know if this has been addressed for you.

 

[Brucy]

Hi,

I updated the 3CX version to 731.

Then I made 5 test calls that were about 20 seconds long and not a single call showed up in Zoho. I then changed the template again and made 3 test calls, which were also around 20 seconds long and all 3 calls were displayed in Zoho.


Attached is also the template with which the calls are displayed in Zoho. However, calls longer than 1 hour are not displayed here in Zoho.