Help with CRM Journaling

[dwg]

Hi,

I've tried to do my fair share of searching on here and I'm just getting frustrated.

I've got the CRM lookup part down and it's working great, our CRM sends back a contact id, details, etc. However, for some reason I'm not receiving the journaling events (more specifically, if a call was not answered).

Our flow goes something like this:

Call connects to CFD app. It hits our CRM (custom built) with a HTTP POST with call data just so we can log it. It transfers to a Queue. If it times out, it goes to a voicemail that gets forwarded to our customer service inbox.

My understanding is once we transfer to a Queue, the CFD has no control over it. Fine, I suppose. What we're trying to achieve is that if a call goes unanswered and / or voicemail, or is hung up and not answered (not sure if that's the same as unanswered), that it makes a HTTP POST to our CRM again so our CRM can trigger a text message to the user as a follow up.

We're in a business where our customers are a young, trendy, social demographic and they'd prefer to text, but we're still working on getting them used to texting instead of calling.

I'm dying to figure this out as it's been bogging my work down for many many hours now off and on of trial and error.

To clarify; we don't NEED to use CFD, we just thought it'd be an easier way to achieve what we want.

We DID have this working at one point, but I believe it was prior to using Queues.

 

[edossantos]

My guess is that you have a ring all strategy on your queue, is this correct? When this happens, the Call Journaling will not notify the CRM, because calls are reported for a specific agent, so:

1. We can't notify a call for each agent that didn't pick up, because that would result in many calls being reported for a single real call.
2. We can't notify the call for a random agent, because we might be hurting his/her statistics.

Then, in this case the missed call is not logged. We know that this is not perfect, but this is how it works.

If you change the ring strategy to ring 1 extension at a time, the issue will be solved. Queue agents should always be available, and they should log off when they don't, so ringing a single extension should be a good practice.

 

[dwg]

My guess is that you have a ring all strategy on your queue, is this correct? When this happens, the Call Journaling will not notify the CRM, because calls are reported for a specific agent, so:

1. We can't notify a call for each agent that didn't pick up, because that would result in many calls being reported for a single real call.
2. We can't notify the call for a random agent, because we might be hurting his/her statistics.

Then, in this case the missed call is not logged. We know that this is not perfect, but this is how it works.

If you change the ring strategy to ring 1 extension at a time, the issue will be solved. Queue agents should always be available, and they should log off when they don't, so ringing a single extension should be a good practice.

Ahah! That makes sense, I just wish it were easier to grasp all of this in clear documentation... I appreciate the response. So what is the recommended setting on the queue strategy itself?

 

[dwg]

My guess is that you have a ring all strategy on your queue, is this correct? When this happens, the Call Journaling will not notify the CRM, because calls are reported for a specific agent, so:

1. We can't notify a call for each agent that didn't pick up, because that would result in many calls being reported for a single real call.
2. We can't notify the call for a random agent, because we might be hurting his/her statistics.

Then, in this case the missed call is not logged. We know that this is not perfect, but this is how it works.

If you change the ring strategy to ring 1 extension at a time, the issue will be solved. Queue agents should always be available, and they should log off when they don't, so ringing a single extension should be a good practice.

I'm looking now at the manual, will Hunt Random Start do what I want it to?

 

[edossantos]

I'm looking now at the manual, will Hunt Random Start do what I want it to?

Yes, that will work. Any strategy that rings 1 extension at a time.

 

[dwg]

Yes, that will work. Any strategy that rings 1 extension at a time.

OK, if no one is logged into the Queue, will it still journal, or no?

 

[edossantos]

OK, if no one is logged into the Queue, will it still journal, or no?

Yes, in this case the call will go to the configured "Destination if no answer". The only case in which the call will not be logged is when multiple extensions ring at the same time for a queue or ring group call.

 

[dwg]

Yes, in this case the call will go to the configured "Destination if no answer". The only case in which the call will not be logged is when multiple extensions ring at the same time for a queue or ring group call.

Hmm, OK. I'm still not receiving the call journaling (outside of the initial CRM lookup) I can confirm the CRM is returning a contact. Any other thoughts?

 

[dwg]

Hmm, OK. I'm still not receiving the call journaling (outside of the initial CRM lookup) I can confirm the CRM is returning a contact. Any other thoughts?

To clarify:

Inbound Rule for DID -> Destination: Queue 802 (Queue is set to Prioritized Hunt)

When I call, I see the API call to my CRM. It returns a valid response with data. I let it ring and go to voicemail (destination if no answer). I've also hung up before it gets to voicemail, etc.

I do not receive the call journaling events.

 

[edossantos]

Please, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings.

Then check the 3cxSystemService.log file, all the interactions between 3CX and the CRM will be there, so any error will be visible there.

 

[dwg]

Please, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings.

Then check the 3cxSystemService.log file, all the interactions between 3CX and the CRM will be there, so any error will be visible there.

Yeah, just went through a call watching the logs. It shows the CRM, but NOT the journaling.

It shows:

2019/10/04 17:27:42.968|1942|0061|Info|CRM: No changes detected for contact Wphonebook.306: Wtenant.1: default - (xxx) xxx-xxxx - [my name]
2019/10/04 17:27:42.968|1942|0061|Verb|Removed from processing. Number=xxxxxxxxxx
2019/10/04 17:27:42.968|1942|0061|Info|CRM: processing of xxxxxxxxxx has been finished

Then no other CRM entries after the call ends.

 

[dwg]

Please, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings.

Then check the 3cxSystemService.log file, all the interactions between 3CX and the CRM will be there, so any error will be visible there.

Curious if you have any more suggestions after my last reply?

 

[edossantos]

Is your call reaching an extension, which might answer or not? Or just going through queues and IVRs?

I would like to see the full log, can you upload it?

 

[dwg]

Is your call reaching an extension, which might answer or not? Or just going through queues and IVRs?

I would like to see the full log, can you upload it?

It rings my extension (which is set as a Queue agent.) i've tried hanging up from the caller end as well as ignoring the call on my extension. it does the lookup (get's back the valid response) and then when the call ends (either to the "destination if no answer" which is an extensions voicemail)

now, oddly enough if I make an OUTBOUND call and it isn't answered / ended, it triggers the call journaling as i'd expect it to.

 

[dwg]

Also, we would be willing to consider a paid solution to this as it's now hindering our business that it USED to work and now suddenly will not.

 

[edossantos]

Can I check the 3cxSystemService.log file after you reproduce the issue? You can send it via a private message if you prefer.