Dynamics 365 not logging calls but pop up works.

[Alldayrr]

We setup the Dynamics integration and only get the dyanmics contact form pop up to work. It doesn't log the call. Anyone have idea on how to troubleshoot? We created the extension field in the user entity and placed the field schema name in 3CX enable call extension field setting. What else are we missing? We still didn't upgrade to the latest V16 so could that be the issue?

Any help would be appreciated.

 

[edossantos]

We setup the Dynamics integration and only get the dyanmics contact form pop up to work. It doesn't log the call. Anyone have idea on how to troubleshoot? We created the extension field in the user entity and placed the field schema name in 3CX enable call extension field setting. What else are we missing? We still didn't upgrade to the latest V16 so could that be the issue?

Any help would be appreciated.

If you're in v16, even if you're not with the latest update, Call Journaling should work. If you have contact popups, but not call journaling, most probably the issue is that we can't find the user associated to the caller's extension. In order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, then make a test call to reproduce the issue, and check the 3cxSystemService.log file, which contains all the interactions between 3CX and the CRM. You will see there any error causing this.