Contact Creation not working

[sigmaIT]

Hi, we have successfully set up call journaling with Zoho for existing contacts, but contact creation does nothing with an unrecognised number, to be clear Enable contact creation is enabled and the 3cx side phone book is completely empty, no new lead or contact is created in Zoho when an unrecognised call comes in; answered or unanswered.

 

[TheodorosG_3CX]

Can you please clarify if the test is passed from the PBX side? Is there any connection error?

 

[sigmaIT]

For a known contact the test shows the following
[
{
"UnparsedOutputs": {
"ContactUrl": "https://crm.zoho.com/crm/EntityInfo.do?module=Contacts&id=1611156000147774222",
"FirstName": "",
"LastName": "Test",
"Email": "",
"PhoneBusiness": "+44*******",
"PhoneBusiness2": "",
"PhoneHome": "",
"PhoneOther": "",
"PhoneMobile": "",
"FaxBusiness": "",
"CompanyName": "Test",
"EntityType": "Contacts",
"EntityId": "1611156000*******"
},
"FirstName": "",
"LastName": "Test",
"Email": "",
"ContactUrl": "https://crm.zoho.com/crm/EntityInfo.do?module=Contacts&id=1611156000147774222",
"CompanyName": "Test",
"PhotoUrl": null,
"ContactType": 0,
"PhoneBusiness": "+44*******",
"PhoneBusiness2": "",
"PhoneHome": "",
"PhoneHome2": null,
"PhoneMobile": "",
"PhoneMobile2": null,
"PhoneOther": "",
"FaxBusiness": "",
"FaxHome": null,
"Pager": null,
"ContactRawData": "1611156000147774222|Contacts"
}
]
TEST

 

[sigmaIT]

I starred out the phone number, for an unknown number the test fails
'
Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason= - Content={"code":"INVALID_QUERY","details":{"reason":"the field is not available for search","api_name":"Phone"},"message":"invalid query formed","status":"error"}
'

But shouldn't i expect that, the problem is contact creation does not happen for a unknown contact.

I understood the test only tests successful lookup, only test calls would generate a new contact and/or call journalling, which we have done; call journalling happens for an existing contact, unknown contacts nothing happens?

 

[TheodorosG_3CX]

The contact lookup test is showing the contact but note that First Name and Last Name are mandatory.
Also this error is related with your issue since the PBX cannot make a full contact lookup to all fields. Your error here indicates that some fields are hidden. In order to fix it check guideline below:
• https://help.zoho.com/portal/kb/articles/how-to-show-or-hide-fields-in-zoho-crm

 

[Evolute IT]

That's because the scenario crashes somewhere. Either in your leads, contacts or accounts, you have a Phone field that is disabled or hidden, and it makes the query stop.

Therefore, contact creation isn't executed.

The other test probably works if the entity has the phone field.

 

[edossantos]

As @TheodorosG_3CX and @ConceptsWeb have mentioned, the issue happens because there is a hidden field, you need to make it visible in Zoho. It works for contacts because that's the first entity in which the template is working, according to your configuration. But when the contact is not found there, the integration will also search on Leads and Accounts. It's in one of those entities that you have the issue.

 

[sigmaIT]

Thank you, it is now working!