CRM Integration not triggering ReportCall without EntityId/Type

[Evolute IT]

Hi,

It seems that since v20 U6, the ReportCall in the CRM Integration is NOT triggered if a lookup scenario didn't provide any Outputs data. For example, a template that uses the ReportCall without an EntityId suddenly stops working. Apparently this is a known bug. Here's another thread with the same issue: https://www.3cx.com/community/threads/crm-integration-not-work-after-today-update.134174/

Same thing applies when trying to use the Call Script or CFD to attach the CRM data. Since now it's in the database, we cannot push it manually, and thus the ReportCall doesn't get triggered. More specifics here: https://www.3cx.com/community/threa...data-created-in-cfd-in-crm.132910/post-636997 The DB fields in question are "crm_contact_id" and "contact" (which probably holds the JSON.)

We use this to perform lookups with more than the number, aka the CallerName and CalledNumber (DID). If those could be available in the CRM Lookup scenario as [Name] and [DID], it would fix our problem as we wouldn't need the call script to attach any data, it would be done by the engine itself.

@nikolascx

 

[AndreasP_3CX]

Hello

We appreciate the feedback provided and yes with regards to "ReportCall without an EntityId" we can confirm that this is identified as a bug in which if you are using a custom or modified CRM template in which you are trying to log calls from non contact matching numbers then these calls will not be logged to the the CRM. We will fix this in Update 7.

 

[Waldoppen]

I have this same issue with a custom CRM template - no POST event seems to trigger after a call ends. I assume this is the same issue - this is the XML I am using which worked fine back in June:

Hi we have a custom crm template which used to work prior to June 2025 but since then has stopped working - I have searched the 3CX logs and cannot even see it sending the POST request after a call ends to our 3rd party API. The XML code is as follows:

<?xml version="1.0" encoding="utf-8"?>
<Crm xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" Country="UK" Name="Call Journaling" Version="1" SupportsEmojis="true" SupportsTranscription="true" ListPageSize="0">
  <Number Prefix="AsIs" MaxLength="15" />
  <Connection MaxConcurrentRequests="10" />
  <Parameters />
  <Authentication Type="No" />
  <Scenarios>
    <Scenario Id="ReportCall" Type="REST" EntityId="" EntityOrder="">
      <Request SkipIf="" Url="https://synergy.quotevineapp.com/qvine/quotevine/api/v2/telephone_calls/" MessagePasses="0" Message="" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
        <Headers>
          <Value Key="api-key" If="" SkipIf="" Passes="0" Type="String">APIKEY</Value>
        </Headers>
        <PostValues Key="" If="" SkipIf="">
          <Value Key="call_date" If="" SkipIf="" Passes="1" Type="String">[[CallStartTimeLocal].ToString("dd-mm-yy HH:mm:ss")]</Value
          <Value Key="direction" If="" SkipIf="" Passes="1" Type="String">[IIf([CallDirection]==Inbound,I,O)]</Value>
          <Value Key="source_number" If="" SkipIf="" Passes="1" Type="String">[IIf([CallDirection]==Inbound,[Number],[AgentFirstName]+[AgentLastName])]</Value>
          <Value Key="destination_number" If="" SkipIf="" Passes="1" Type="String">[IIf([CallDirection]==Inbound,[AgentFirstName]+[AgentLastName],[Number])]</Value>
          <Value Key="internal_flag" If="" SkipIf="" Passes="1" Type="String">N</Value>
        </PostValues>
      </Request>
      <Variables />
      <Outputs AllowEmpty="false" />
    </Scenario>
  </Scenarios>
</Crm>

 

[Evolute IT]

I have this same issue with a custom CRM template - no POST event seems to trigger after a call ends. I assume this is the same issue - this is the XML I am using which worked fine back in June:

Hi we have a custom crm template which used to work prior to June 2025 but since then has stopped working - I have searched the 3CX logs and cannot even see it sending the POST request after a call ends to our 3rd party API. The XML code is as follows:

<?xml version="1.0" encoding="utf-8"?>
<Crm xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" Country="UK" Name="Call Journaling" Version="1" SupportsEmojis="true" SupportsTranscription="true" ListPageSize="0">
  <Number Prefix="AsIs" MaxLength="15" />
  <Connection MaxConcurrentRequests="10" />
  <Parameters />
  <Authentication Type="No" />
  <Scenarios>
    <Scenario Id="ReportCall" Type="REST" EntityId="" EntityOrder="">
      <Request SkipIf="" Url="https://synergy.quotevineapp.com/qvine/quotevine/api/v2/telephone_calls/" MessagePasses="0" Message="" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
        <Headers>
          <Value Key="api-key" If="" SkipIf="" Passes="0" Type="String">APIKEY</Value>
        </Headers>
        <PostValues Key="" If="" SkipIf="">
          <Value Key="call_date" If="" SkipIf="" Passes="1" Type="String">[[CallStartTimeLocal].ToString("dd-mm-yy HH:mm:ss")]</Value
          <Value Key="direction" If="" SkipIf="" Passes="1" Type="String">[IIf([CallDirection]==Inbound,I,O)]</Value>
          <Value Key="source_number" If="" SkipIf="" Passes="1" Type="String">[IIf([CallDirection]==Inbound,[Number],[AgentFirstName]+[AgentLastName])]</Value>
          <Value Key="destination_number" If="" SkipIf="" Passes="1" Type="String">[IIf([CallDirection]==Inbound,[AgentFirstName]+[AgentLastName],[Number])]</Value>
          <Value Key="internal_flag" If="" SkipIf="" Passes="1" Type="String">N</Value>
        </PostValues>
      </Request>
      <Variables />
      <Outputs AllowEmpty="false" />
    </Scenario>
  </Scenarios>
</Crm>

Yup same issue. You can probably update to U7 RC at this point. Guessing the final release will come sooner rather than later.

 

[Waldoppen]

OK thanks - can confirm update to U7 RC sorted this!