Call not reported because contact could not be found for number

[Benson hunag]

We have the error of "call not reported because contact could not be found for number" in 3cxSystemService.log. It is due to the CRM API latency even if the contact have been created. It sometime have 1~2 minutes lag. If I want to create the retry API by creating Scenario in CRM XML file when this null response happen. How to add the retry scenario in XML file by this case? or how to avoid this error happen?

 

[Evolute IT]

We have the error of "call not reported because contact could not be found for number" in 3cxSystemService.log. It is due to the CRM API latency even if the contact have been created. It sometime have 1~2 minutes lag. If I want to create the retry API by creating Scenario in CRM XML file when this null response happen. How to add the retry scenario in XML file by this case? or how to avoid this error happen?


View attachment 25202

Hmm, do you mean the contact is created by the 3CX during the call but then the call isn't logged?

Also, what do you mean by "retry API"?

1. PBX Version?
2. CRM and version?

 

[Benson hunag]

1.PBX: 16.0.9
2.Zendesk Support
I mean when A call with new contact and created in Zendesk. However, the API Request :
https://[Domain].zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*[Number]
have null response with the search contact API latency. How to create a Scenario and retry the API request again until have response?

 

[Evolute IT]

1.PBX: 16.0.9
2.Zendesk Support
I mean when A call with new contact and created in Zendesk. However, the API Request :
https://[Domain].zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*[Number]
have null response with the search contact API latency. How to create a Scenario and retry the API request again until have response?

We never experienced this.

But I would strongly suggest updating to v18 and reconfiguring the integration using the new CRM templates. Many changes have been made and the integration works better. It may fix your issue directly.

Otherwise, maybe @edossantos will have an idea.

 

[edossantos]

Adding a retry logic makes no sense. Their API should return the information in time. I honestly don't think that Zendesk has a problem with this. We test this integration all the time and we have never seen anything like that....

If you enable the contact creation, 3CX will automatically create the contact in the CRM when it's not found. Then, your agents can edit the name of the contact just created (they will get a popup with the contact details). When this happens, and the call ends, the contact will be found and the call will be logged.