CRM Server side integration not doing anything

[hoth]

Hi,

I recently set up CRM integration server side with my trial professional license. I have it so that user information is returned by my CRM system to 3CX on incoming calls and call journaling is enabled so that information is sent to my CRM system for scenarios such as missed calls and answered calls, etc... Debug tests have been carried out in 3CX and have all been successful. All tests with the live environment have not produced any interaction with my CRM system at all by the looks of it. I have a break point in Visual Studio for the entry point of my CRM system, which doesnt get hit so I assume nothing it yet going out from 3CX. I have restarted the services of 3CX but to no avail. Has anyone got any ideas on how I could resolve this issue please?

Thanks!

 

[Evolute IT]

Hi,

I recently set up CRM integration server side with my trial professional license. I have it so that user information is returned by my CRM system to 3CX on incoming calls and call journaling is enabled so that information is sent to my CRM system for scenarios such as missed calls and answered calls, etc... Debug tests have been carried out in 3CX and have all been successful. All tests with the live environment have not produced any interaction with my CRM system at all by the looks of it. I have a break point in Visual Studio for the entry point of my CRM system, which doesnt get hit so I assume nothing it yet going out from 3CX. I have restarted the services of 3CX but to no avail. Has anyone got any ideas on how I could resolve this issue please?

Thanks!

You'll need to check the logs. Also, that sounds like a custom integration template, which might need some edits to get working.

 

[hoth]

You'll need to check the logs. Also, that sounds like a custom integration template, which might need some edits to get working.

Yes thats right, it is a custom integration template. By logs do you mean the call logs? If so then I can see the calls appearing in here correctly.

 

[Evolute IT]

Yes thats right, it is a custom integration template. By logs do you mean the call logs? If so then I can see the calls appearing in here correctly.

You need to put the system in Verbose (Dashboard > Activity Log > Settings), then make a few test calls using numbers you know are in the CRM. (Make sure the matching rule is set correctly, like 10 digits or something like that. Some CRM don't return any results with less digits.)

Then, go to Activity Log > Logs > Instance > 3CXSystemService.log, download that and search for "CRM:". You will find all the requests/responses made, as well as any errors that might have occured.

 

[hoth]

You need to put the system in Verbose (Dashboard > Activity Log > Settings), then make a few test calls using numbers you know are in the CRM. (Make sure the matching rule is set correctly, like 10 digits or something like that. Some CRM don't return any results with less digits.)

Then, go to Activity Log > Logs > Instance > 3CXSystemService.log, download that and search for "CRM:". You will find all the requests/responses made, as well as any errors that might have occured.

Thanks for your help so far! So I'm calling an extension number in 3CX, which is only 2 digits long but this number is attached to a uer in my CRM, which I have run a test on in debug mode through the 3CX admin portal and this worked fine. Currently I cannot see any mention of "crm" in the 3CXSystemService.log file after running a few tests. I did get the following from my activity log but this hasn't shed any more light on the issue for me,

21/03/2022 15:42:36 - [CM505001]: Endpoint Extn:10: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX WebRTC proxy] PBX contact: [sip:[email protected]:5060]
21/03/2022 15:42:36 - Inbound DID: ''; Phonebook Name: ''

There just doesnt seem to be any communcation sent outwards to the CRM system at all.

 

[edossantos]

The CRM lookup is triggered for external calls only. Calls between extensions don't trigger this.

 

[hoth]

The CRM lookup is triggered for external calls only. Calls between extensions don't trigger this.

Thanks for this information, that explains it! Although, is there a way to obtain an external facing number for a user in 3CX that I can call externally to test the CRM integration within a live 3CX environment? I just want to simulate a live test to see the CRM system processing information that is sent by 3CX.

 

[edossantos]

Just make a call from an external number, and route it to your extension using Inbound Rules. You need a SIP Trunk in place for this.