Solved CRM call journal not working

[developerzeeshan]

Sir i am sending request to crm from 3cx but not getting in crm to update the calls in crm i created a custom crm template receving request if
search in crm with this url https://crm.example.com/restapi/v1/vtiger/default/search?number=[Number] but not getting request here
https://crm.example.com/restapi/v1/vtiger/default/createCall i created files on end points of these url to get request
kindly help me suffereing from many days

 

[edossantos]

Are you trying to integrate with Vtiger? There is an integration available out of the box for this, no need to create a custom template:
https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/

 

[developerzeeshan]

Sir i integrate first with vtiger but only getting a query when i create a file on ending point

https://crm.callcenterempire.com/re...therphone like '%551234' OR fax like '%551234'

this query i create a file in crm on this location and finding this query only need to get the duration agent calltype all
parameters

 

[developerzeeshan]

vtiger version is 7.3

 

[edossantos]

When the call is received by 3CX, the contact lookup is triggered. Calls are created in the CRM when they end, and only when a contact is matched, so ensure that a contact is bein matched or created in Vtiger during contact lookup.

In order to troubleshoot this, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, then make a test call, and check the 3cxSystemService.log file, where you will see all the interactions between 3CX and the CRM.

 

[developerzeeshan]

can you please share the login of console

i attached the testing screenshot what i am returning from vtiger from the file i created in crm

 

[developerzeeshan]

sir its not possible to tell me how can i get duration calltype agent in crm which 3cx sending url with parameter

 

[edossantos]

The response in your case is XML and not JSON.

During contact lookup you only have the caller's number. The call duration, call type, agent's extension and so on, are only available during call journaling, which happens when the call ends. This can't be tested from the 3CX console, you need to make a real call. Also, the CRM engine is only triggered for external calls, so you can't test this with calls between extensions.

 

[developerzeeshan]

ok understand but i already make a real call but nothing find in crm but it was a missed call if you tell me a url with dummy parameters so i will add customized code on the end point in crm

 

[edossantos]

If the contact lookup fails, call journaling will not be invoked. So you need to ensure that contact lookup is working properly first. Once this is solved, you can check why call journaling is not happening. To do this, as in my previous response, enable verbose logs and check the 3cxSystemService.log file.

 

[developerzeeshan]

ok

 

[developerzeeshan]

why its always sending empty (Started scenario with empty id)

 

[developerzeeshan]

I returned the json and it giving this but still call journaling not wokring can show share the link to check log

 

[developerzeeshan]

attached this file if you can help once check 3cxSystemService.log

 

[edossantos]

why its always sending empty (Started scenario with empty id)

This is normal, the contact lookup scenarios have their ID empty.

I returned the json and it giving this but still call journaling not wokring can show share the link to check log

The lookup seems to be working fine now.

attached this file if you can help once check 3cxSystemService.log

From the log it seems that the caller's number is not received from your SIP Trunk:

2021/08/10 03:55:16.491|18752|0038|Info|CRM: Incoming CallerId is empty - call journaling in CRM is skipped
2021/08/10 03:58:25.320|18752|0034|Info|CRM: Incoming CallerId is empty - call journaling in CRM is skipped

 

[developerzeeshan]

Sir this (attached system service file) is with mobile phone external missed call with this number (438 600 3949) can you check please dont know why call journals not coming in file
this is my template and i create a file on this url endpoint in crm https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall to recevie the parameters but not received any request on this url end point file in crm

<?xml version="1.0"?>
<Crm xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" Country="US" Name="callcentre" Version="1" SupportsEmojis="false">
<Number Prefix="AsIs" MaxLength="[MaxLength]" />
<Connection MaxConcurrentRequests="2" />
<Parameters>
<Parameter Name="APIkey" Type="String" Parent="General Configuration" Editor="String" Title="API Key:" />
<Parameter Name="ReportCallEnabled" Type="Boolean" Editor="String" Title="Enable Call Journaling" Default="False" />
<Parameter Name="Subject" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Call Subject:" Default="3CX PhoneSystem Call" />
<Parameter Name="InboundCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Answered Inbound Call:" Default="[DateTime]: Answered incoming call from [Number] to [Agent] ([Duration])" />
<Parameter Name="MissedCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Missed Call:" Default="[DateTime]: Missed call from [Number] to [Agent]" />
<Parameter Name="OutboundCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Answered Outbound Call:" Default="[DateTime]: Answered outgoing call from [Agent] to [Number] ([Duration])" />
<Parameter Name="NotAnsweredOutboundCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Unanswered Outbound Call:" Default="[DateTime]: Unanswered outgoing call from [Agent] to [Number]" />
</Parameters>
<Authentication Type="Basic">
<Value>[APIkey]:X</Value>
</Authentication>
<Scenarios>
<Scenario Id="" Type="REST">
<Request Url="https://crm.callcenterempire.com/restapi/v1/vtiger/default/search?number=[Number]" MessagePasses="0" RequestEncoding="UrlEncoded" RequestType="Get" ResponseType="Json" />
<Rules>
<Rule Type="Any">contact.id</Rule>
</Rules>
<Variables>
<Variable Name="ContactID" Path="contact.id">
<Filter />
</Variable>
<Variable Name="FirstName" Path="contact.firstname">
<Filter />
</Variable>
<Variable Name="LastName" Path="contact.lastname">
<Filter />
</Variable>
<Variable Name="CompanyName" Path="contact.company">
<Filter />
</Variable>
<Variable Name="Email" Path="contact.email">
<Filter />
</Variable>
<Variable Name="PhoneBusiness" Path="contact.businessphone">
<Filter />
</Variable>
</Variables>
<Outputs AllowEmpty="false">
<Output Type="ContactID" Passes="0" Value="[ContactID]" />
<Output Type="FirstName" Passes="0" Value="[FirstName]" />
<Output Type="LastName" Passes="0" Value="[LastName]" />
<Output Type="CompanyName" Passes="0" Value="[CompanyName]" />
<Output Type="Email" Passes="0" Value="" />
<Output Type="PhoneBusiness" Passes="0" Value="[PhoneBusiness]" />
<Output Type="ContactUrl" Passes="0" Value="https://crm.callcenterempire.com/restapi/v1/vtiger/default/show?ContactID=[ContactID]" />
</Outputs>
</Scenario>
<Scenario Id="ReportCall" Type="REST">
<Request SkipIf="[ReportCallEnabled]!=True||[CallType]!=Inbound" Url="https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall" MessagePasses="0" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<PostValues Key="">
<Value Key="duration" Passes="1" Type="String">[Duration]</Value>
<Value Key="phone" Passes="1" Type="String">[Number]</Value>
<Value Key="calltype" Passes="1" Type="String">[CallType]</Value>
<Value Key="agent" Passes="1" Type="String">[Agent]</Value>
<Value Key="datetime" Passes="1" Type="String">[DateTime]</Value>
<Value Key="subject" Passes="2" Type="String">[Subject]</Value>
</PostValues>
</Request>
<Variables />
<Outputs Next="ReportCallMissed" AllowEmpty="true" />
</Scenario>
<Scenario Id="ReportCallMissed" Type="REST">
<Request SkipIf="[ReportCallEnabled]!=True||[CallType]!=Missed" Url="https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall" MessagePasses="0" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<PostValues Key="">
<Value Key="duration" Passes="1" Type="String">[Duration]</Value>
<Value Key="phone" Passes="1" Type="String">[Number]</Value>
<Value Key="calltype" Passes="1" Type="String">[CallType]</Value>
<Value Key="agent" Passes="1" Type="String">[Agent]</Value>
<Value Key="datetime" Passes="1" Type="String">[DateTime]</Value>
<Value Key="subject" Passes="2" Type="String">[Subject]</Value>
</PostValues>
</Request>
<Variables />
<Outputs Next="ReportCallOutbound" AllowEmpty="true" />
</Scenario>
<Scenario Id="ReportCallOutbound" Type="REST">
<Request SkipIf="[ReportCallEnabled]!=True||[CallType]!=Outbound" Url="https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall" MessagePasses="0" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<PostValues Key="">
<Value Key="duration" Passes="1" Type="String">[Duration]</Value>
<Value Key="phone" Passes="1" Type="String">[Number]</Value>
<Value Key="calltype" Passes="1" Type="String">[CallType]</Value>
<Value Key="agent" Passes="1" Type="String">[Agent]</Value>
<Value Key="datetime" Passes="1" Type="String">[DateTime]</Value>
<Value Key="subject" Passes="2" Type="String">[Subject]</Value>
</PostValues>
</Request>
<Variables />
<Outputs Next="ReportCallNotanswered" AllowEmpty="true" />
</Scenario>
<Scenario Id="ReportCallNotanswered" Type="REST">
<Request SkipIf="[ReportCallEnabled]!=True||[CallType]!=Notanswered" Url="https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall" MessagePasses="0" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<PostValues Key="">
<Value Key="duration" Passes="1" Type="String">[Duration]</Value>
<Value Key="phone" Passes="1" Type="String">[Number]</Value>
<Value Key="calltype" Passes="1" Type="String">[CallType]</Value>
<Value Key="agent" Passes="1" Type="String">[Agent]</Value>
<Value Key="datetime" Passes="1" Type="String">[DateTime]</Value>
<Value Key="subject" Passes="2" Type="String">[Subject]</Value>
</PostValues>
</Request>
<Variables />
<Outputs AllowEmpty="false" />
</Scenario>
</Scenarios>
</Crm>

 

[developerzeeshan]

this things you told me i did all but still not received any request on this url https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall

 

[edossantos]

What version of 3CX are you using? If you're running v18, you will need to provide the EntityId and EntityType outputs in the contact lookup scenarios. These are automatically added by the CRM Template Generator wizard if you're running the latest version of the tool (2.1.20), but I don't see them in the template, so that's probably causing problems.

 

[edossantos]

Also, from the log:
2021/08/10 06:10:19.198|18752|0054|Trac|CRM: missed call event received for a call which is part of multiple calls (ring group or queue) - call journaling in CRM is skipped

Please note that missed queue calls are not reported. Ensure that you answer the call while testing.

 

[developerzeeshan]

Sir this is the latest file i attached everything is fine now i attend the external call but still nothing ping here
https://crm.callcenterempire.com/restapi/v1/vtiger/default/createCall