Calls logged as answered, although only picked up by IVR

[Pille]

Hi guys!
We have configured the 3CX integration to Zoho CRM just as described in the manual.
All agents/extensions have the email address assigned which is the respective address of this agent in Zoho. Direct calls are logged correctly.
But if someone calls our service center, which is picked up by an IVR & digital receptionist first and none of our agents picks up the call, it gets logged as answered call answered by me (who has set up the connection) instead of logging a missed call to the service center.

Can someone help me setting this up correctly?

Thx!

 

[edossantos]

Hello @Pille,

Actually, that's the designed behavior, because the call is being answered by a 3CX entity (an IVR or queue in this case). The call will be logged for this extension (for example the IVR extension), which doesn't have an email associated, and then the activity is created in Zoho for the user that configured the integration. There is no way to change this behavior.

 

[dnalevy1]

This behaviour makes call journaling in CRM almost useless. 90% of calls come through the IVR and one of the main uses would be to use CRM to keep on top of missed calls. These calls are logged as unanswered in 3CX logs so why can't they push through as unanswered in CRM call module?

To make it worse, the integration pushes the calls details to the description field, which is multiline so it can't be filtered. Meaning you can't even set up a view in Zoho to pick up calls "answered" by the IVR, since that data is buried in the multiline description box.

On this second point, I'm hoping its possible to modify the XML template to push data to a different (maybe custom) field.