Calls in ZOHO CRM are not registered under the correct account.

[N-AGPRO]

Hello,
I myself have configured the 3CX integration with Zoho CRM.
When my colleague (1010) makes a call, the call in Zoho is recorded under MY name (extension 1006).
Adding calls in Zoho works correctly for some Zoho users but not for others. How can I correct this?

Thanks for your help
Best regards!

 

[N-AGPRO]

Here are some illustrations of my problem.

 

[Evolute IT]

Make sure the email for that user is their email in Zoho.

 

[N-AGPRO]

The 3CX user's e-mail address already corresponds to his e-mail address in Zoho.

Do you have another line of research?

 

[Evolute IT]

The 3CX user's e-mail address already corresponds to his e-mail address in Zoho.

Do you have another line of research?

Is your user using the same email?

Normally the call isn't logged if the agent isn't found in Zoho. So it clearly finds a user, but it uses the email to match.

 

[N-AGPRO]

Okay, great, thank you. There was indeed an error in the e-mail address on 3CX. It now works for the user concerned.

However, I notice that calls from another 3CX user are not identified on Zoho, even though he has a Zoho account, and the e-mail addresses match on Zoho as well as on 3CX.

 

[Evolute IT]

However, I notice that calls from another 3CX user are not identified on Zoho, even though he has a Zoho account, and the e-mail addresses match on Zoho as well as on 3CX.

They probably didn't match a contact/lead/account in Zoho, thus nowhere to log the calls to.