CRM Integration - Zoho CRM isn't launched in browser

[AlexMC]

I've set up 3CX integration with Zoho CRM. It tests successfully from the 3CX settings\CRM configuration page, tagging inbound calls with the name of the calling client. However it doesn't send a request to the browser to open the contact page within CRM.

This was working yesterday, but I had the wrong CRM URL for the EU configured so the argument sent to the browser was appended to the wrong URL.

I don't believe that I've changed any other settings, but for some reason this browser request no longer happens.

Can anyone please advise what I need to do to get 3CX talking to the browser again? It is clearly linked to Zoho as it is tagging the inbound call with the caller name.

 

[edossantos]

Are you using the Web Client of the 3CX Desktop App? Those are the only clients that support the popup.

You control the popup behavior from Settings > Integration. Check that you have selected the option to automatically launch the contact record.

Also, check that the toaster that you see when you receive the inbound call shows the contact card icon, that means that there is a Contact URL available.

Finally, check if the browser is blocking popups from the client.

 

[AlexMC]

Hi Ernesto - thanks for your response.

We're using the web client. Within settings>integration, it is set to 'automatically open contact URL when CRM integration is enabled'.

When the PBX receives a call from my mobile (registered against my name in Zoho), both the web client and the desktop app ring, with two pop-ups at the top right of the screen. Both display the inbound number in E164 format, along with my name which has been pulled from Zoho. Neither pop-up shows a contact card icon, but a contact is created in 3CX's contacts list.

I've enabled pop-ups in Chrome and Javascript is enabled.

I've just purged the activity log, enabled verbose logging and tried again. I've attached the contents of the log, covering the call being received, answered and hung up.

I'd be so grateful if you can advise why 3CX isn't opening my contact page in Zoho when it is clearly querying Zoho for my contact details; I work for an MSP; this was my first 3CX PBX build and I really need to get on with other projects!

 

[edossantos]

Is your mobile phone also set as the mobile number of your extension? That could cause the issue. Please ensure that you test with calls from numbers that are not configured in 3CX anywhere.

 

[AlexMC]

Is your mobile phone also set as the mobile number of your extension? That could cause the issue. Please ensure that you test with calls from numbers that are not configured in 3CX anywhere.

No, I've set up the PBX for a client and my mobile number isn't registered anywhere on the system (except creating a 3CX contact when I call in, which I've deleted). Is there any useful information in the log file I uploaded in my previous post?

 

[edossantos]

No, I've set up the PBX for a client and my mobile number isn't registered anywhere on the system (except creating a 3CX contact when I call in, which I've deleted). Is there any useful information in the log file I uploaded in my previous post?

In order to help you with this, please do the following:
1) Enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings.
2) Make a test call to reproduce the issue.
3) Generate the support information package.
4) Send me the ZIP file in a Private Message (do not post it here).