CRM Contact Lookup and Call Journaling not working

[Pille]

Hello!

We have a custom CRM system, so we first tried to use the method where 3CX looks for the contacts in our database (PostgreSQL). That seemed to work, but no call journaling. No error in the logs. Next we tried to create a custom CRM template. Now we have the problem, that lookups are only done for the last 6 digits of the phone number, and still no call journaling. The last 6 digits is problematic because we have more than one area code and the local phone number can be the same between many areas. Does anybody have any experience in this matter?

We also tried the approach over the internal database of 3CX. Yes I know, if any problems arise, we do not get support. We stopped there because the database is too much obscured.

Thanks in advance
Marco

 

[Evolute IT]

Advanced > Contacts > Options, set the matching to the number of digits you want. This will fix your issue.

 

[Pille]

Advanced > Contacts > Options, set the matching to the number of digits you want. This will fix your issue.

Hello!

Thanks for your hint. I just fixed it by editing the CRM XML template and removing the [MaxLength] variable. Unfortunately the number is not sent url encoded.

Thanks
Marco

 

[Pille]

I found a solution to my problem and really hope that this is a joke.

https://www.3cx.com/community/threads/call-journaling-x-sql-integration.70522/

 

[Pille]

Now I set up contact creation and surprise, it does not work. No logs or whatever.

 

[edossantos]

Now I set up contact creation and surprise, it does not work. No logs or whatever.

Are you using the PostgreSQL template? Or a custom made template?

Contact creation happens when the contact lookup doesn't return any data. You can test this from the CRM tool if you're developing a custom template, from the 3CX Console > Settings > CRM Integration > Test button if you have the template in 3CX, or with real calls. Depending on what you're doing for testing, the logs will be in a different place. Please explain how you're testing this, so we can point you in the right direction.

 

[Pille]

I apologize if I was rude, but sometimes it is very frustrating if there is documentation that does not explain the small things you really need to know. Just as there is no call journaling if there is no contact found and before that a contact has to be created.

Now I am back to use the PostgreSQL Template. The builtin one. I tried it with the Test button and I receive a result. And now I received also an error when I used a non existent number.

 

[edossantos]

From the 3CX Console > Settings > CRM Integration > Test button, you can test the contact lookup, and also the contact creation, which will be triggered when no contact is found. The Logs tab will give you the details of any error that might happen.

What error are you seeing in this case? Can you provide more details? Please, if you're going to share the contents of the Logs tab, ensure that you remove any sensitive information before you paste it here.

 

[Pille]

Hello!

Ultimately the error was in the query. Logs seems to be turned of or at least did not include the error messages that I needed to identify the problem.

Thanks for your help!