Dynamic 365 - V18 no phone activities automated on inbound calls

[edabb2]

Have two issues with CRM integration with Dynamics 365

1. New contacts are being made but not showing during a call. This was working in V16 but stopped after v18 update. Automatically open contact URL when CRM Integration is Enabled
2. Outbound calls will log activities but Inbound are not? Cant seem to understand this at all.

Windows APP is useless for this integration. Desktop App and Web App seem to work but without the above stated.

Any help is appreciated.

 

[edossantos]

Hello @edabb2,

The Windows app doesn't support CRM integrations. You need to use the Web Client or the Desktop app for this.

Regarding the reported issues:

1. The contact is being created in Dynamics 365 but you got no popup? Were you using the Web Client or the Desktop app in this case? Do you see the contact card button when you see the inbound call toaster? Can you check if the browser is blocking popups? If you can provide screenshots of what you see in this case, that would be very helpful to understand what's going on.

2. Are these inbound missed calls arriving through queues? Are these calls ringing at multiple extensions at the same time? 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.