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How to check the CRM integration call log?

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Benson hunag

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I have integrated 3CX with Zendesk to create a ticket. Sometime it can work, sometime it has failure to create a ticket. The problem is how to check the result when a call fail to create a ticket? Where I can check the log when 3CX call Zendesk whenever it is successful or fail? Thanks.
 
You need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then get the 3cxSystemService.log file from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder.
 
Thanks. However, I have check this file and can't found the call API result with CRM integration.
 
Benson hunag said:
Thanks. However, I have check this file and can't found the call API result with CRM integration.
Click to expand...
You need to have enabled Verbose logging and do test calls first.
 
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Yes, I enable Verbose logging and do a test.
 
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Thanks you help , I found this log and use "00XXXXXXX" replace the real number. Is there any problem with this log? I found if the contact is new. After create the new contact, it will not continue to create the ticket. There are no log to call Zendesk API https://XXXX.zendesk.com/api/v2/tickets.json. Is this a stand process? First time create contact will not create ticket?


2021/05/28 10:38:27.888|400|0008|Info|CRM ProcessActiveConnections(). Attached entries to connection: ​
2021/05/28 10:38:27.888|400|0008|Verb|CRM: LocalMatches=. Number= 00XXXXXXX, connection=193, state=Dialing​
2021/05/28 10:38:27.888|400|0008|Info|CRM: Synchronize(...) called​
2021/05/28 10:38:27.889|400|0050|Info|CRM: maxConcurrency=16​
2021/05/28 10:38:27.889|400|0050|Info|CRM: making request to CRM. Number= 00XXXXXXX​
2021/05/28 10:38:27.890|400|0050|Trac|Obtaining scenario entity order for entity ''​
2021/05/28 10:38:27.890|400|0050|Trac|Ordering configuration not found, using scenario entity order 0 for entity ''​
2021/05/28 10:38:27.890|400|0050|Verb|Processing scenario 'Default'.​
2021/05/28 10:38:27.890|400|0050|Verb|Creating new HttpClient for Basic authentication​
2021/05/28 10:38:27.891|400|0050|Verb|Performing GET request 'https://XXXX.zendesk.com/api/v2/users/search.json?query=role:end-user phone:*35058'.​
2021/05/28 10:38:28.161|400|0008|Verb|Enqueue Inserted.CONNECTION.194​
2021/05/28 10:38:28.162|400|0015|Verb|Dequeue Inserted.CONNECTION.194​
2021/05/28 10:38:28.166|400|0008|Verb|Enqueue Updated.CONNECTION.193​
2021/05/28 10:38:28.166|400|0008|Verb|Enqueue Updated.CONNECTION.194​
2021/05/28 10:38:28.167|400|0015|Verb|Dequeue Updated.CONNECTION.193​
2021/05/28 10:38:28.167|400|0015|Verb|Dequeue Updated.CONNECTION.194​
2021/05/28 10:38:28.320|400|0008|Verb|Enqueue Updated.SBCRUNTIMEDATA.1​
2021/05/28 10:38:28.321|400|0015|Verb|Dequeue Updated.SBCRUNTIMEDATA.1​
2021/05/28 10:38:28.614|400|0079|Verb|The response is: '{"users":[],"next_page":null,"previous_page":null,"count":0}'​
2021/05/28 10:38:28.614|400|0079|Verb|No matchings found.​
2021/05/28 10:38:28.614|400|0079|Verb|Processing scenario 'CreateContactRecord'.​
2021/05/28 10:38:28.614|400|0079|Verb|Creating new HttpClient for Basic authentication​
2021/05/28 10:38:28.614|400|0079|Verb|Performing POST request to 'https://XXXXX.zendesk.com/api/v2/users.json' with message '{"user":{"name":"Guest_ 00XXXXXXX","phone":" 00XXXXXXX","role":"end-user"}}'.​
2021/05/28 10:38:29.385|400|0079|Verb|The response is: '{"user":{"id":902288828266,"url":"https://XXXX.zendesk.com/api/v2/users/902288828266.json","name":"Guest_ 00XXXXXXX","email":null,"created_at":"2021-05-28T02:38:28Z","updated_at":"2021-05-28T02:38:28Z","time_zone":"Taipei","iana_time_zone":"Asia/Taipei","phone":" 00XXXXXXX","shared_phone_number":false,"photo":null,"locale_id":9,"locale":"zh-tw","organization_id":null,"role":"end-user","verified":true,"external_id":null,"tags":[],"alias":null,"active":true,"shared":false,"shared_agent":false,"last_login_at":null,"two_factor_auth_enabled":false,"signature":null,"details":null,"notes":null,"role_type":null,"custom_role_id":null,"moderator":false,"ticket_restriction":"requested","only_private_comments":false,"restricted_agent":true,"suspended":false,"chat_only":false,"default_group_id":null,"report_csv":false,"user_fields":{"contact_currency":null,"contact_owner":null,"country":null,"created_date":null,"customer_type":null,"department":null,"do_not_call":false,"dummy_contact_fae":false,"email_bounced_date":null,"email_bounced_reason":null,"email_opt_out":false,"extension":null,"fax":null,"fax_opt_out":false,"last_activity_date":null,"last_modified_date":null,"last_stay_in_touch_request_date":null,"last_stay_in_touch_save_date":null,"lead_source":null,"mailing_city":null,"mailing_country":null,"mailing_country_code":null,"mailing_postal_code":null,"mailing_state":null,"mailing_state_code":null,"mailing_street":null,"mobile":null,"name_vipvip":null,"other_country":null,"other_country_code":null,"other_street":null,"owner_id":null,"reports_to":null,"salutation":null,"skype":null,"system_modstamp":null,"title":null}}}'​
2021/05/28 10:38:29.386|400|0079|Verb|Filtered variables for matching:​
2021/05/28 10:38:29.386|400|0079|Verb| 'Id' = '902288828266'​
2021/05/28 10:38:29.390|400|0008|Trac|###TRANSACTION.4773 started​
2021/05/28 10:38:29.390|400|0008|Verb|Enqueue Inserted.TRANSACTION.4773​
2021/05/28 10:38:29.391|400|0015|Verb|Dequeue Inserted.TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0008|Trac|+++TRANSACTION.4773 updated - elapsed 1.598​
2021/05/28 10:38:29.392|400|0079|Info|CRM: New contact created from CRM: Wphonebook.170: Wtenant.1: default - - Guest_ 00XXXXXXX ​
2021/05/28 10:38:29.392|400|0008|Verb|Enqueue Updated.TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0079|Info|CRM: New lookup data '170' will be attached to all connections related to number 00XXXXXXX​
2021/05/28 10:38:29.392|400|0008|Verb|Enqueue Updated.PHONEBOOK.170​
2021/05/28 10:38:29.392|400|0008|Trac|Finalizing TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0008|Verb|Enqueue Deleted.TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0008|Trac|---TRANSACTION.4773 finished 1.9052ms​
 
Benson hunag said:
Thanks you help , I found this log and use "00XXXXXXX" replace the real number. Is there any problem with this log? I found if the contact is new. After create the new contact, it will not continue to create the ticket. There are no log to call Zendesk API https://XXXX.zendesk.com/api/v2/tickets.json. Is this a stand process? First time create contact will not create ticket?


2021/05/28 10:38:27.888|400|0008|Info|CRM ProcessActiveConnections(). Attached entries to connection: ​
2021/05/28 10:38:27.888|400|0008|Verb|CRM: LocalMatches=. Number= 00XXXXXXX, connection=193, state=Dialing​
2021/05/28 10:38:27.888|400|0008|Info|CRM: Synchronize(...) called​
2021/05/28 10:38:27.889|400|0050|Info|CRM: maxConcurrency=16​
2021/05/28 10:38:27.889|400|0050|Info|CRM: making request to CRM. Number= 00XXXXXXX​
2021/05/28 10:38:27.890|400|0050|Trac|Obtaining scenario entity order for entity ''​
2021/05/28 10:38:27.890|400|0050|Trac|Ordering configuration not found, using scenario entity order 0 for entity ''​
2021/05/28 10:38:27.890|400|0050|Verb|Processing scenario 'Default'.​
2021/05/28 10:38:27.890|400|0050|Verb|Creating new HttpClient for Basic authentication​
2021/05/28 10:38:27.891|400|0050|Verb|Performing GET request 'https://XXXX.zendesk.com/api/v2/users/search.json?query=role:end-user phone:*35058'.​
2021/05/28 10:38:28.161|400|0008|Verb|Enqueue Inserted.CONNECTION.194​
2021/05/28 10:38:28.162|400|0015|Verb|Dequeue Inserted.CONNECTION.194​
2021/05/28 10:38:28.166|400|0008|Verb|Enqueue Updated.CONNECTION.193​
2021/05/28 10:38:28.166|400|0008|Verb|Enqueue Updated.CONNECTION.194​
2021/05/28 10:38:28.167|400|0015|Verb|Dequeue Updated.CONNECTION.193​
2021/05/28 10:38:28.167|400|0015|Verb|Dequeue Updated.CONNECTION.194​
2021/05/28 10:38:28.320|400|0008|Verb|Enqueue Updated.SBCRUNTIMEDATA.1​
2021/05/28 10:38:28.321|400|0015|Verb|Dequeue Updated.SBCRUNTIMEDATA.1​
2021/05/28 10:38:28.614|400|0079|Verb|The response is: '{"users":[],"next_page":null,"previous_page":null,"count":0}'​
2021/05/28 10:38:28.614|400|0079|Verb|No matchings found.​
2021/05/28 10:38:28.614|400|0079|Verb|Processing scenario 'CreateContactRecord'.​
2021/05/28 10:38:28.614|400|0079|Verb|Creating new HttpClient for Basic authentication​
2021/05/28 10:38:28.614|400|0079|Verb|Performing POST request to 'https://XXXXX.zendesk.com/api/v2/users.json' with message '{"user":{"name":"Guest_ 00XXXXXXX","phone":" 00XXXXXXX","role":"end-user"}}'.​
2021/05/28 10:38:29.385|400|0079|Verb|The response is: '{"user":{"id":902288828266,"url":"https://XXXX.zendesk.com/api/v2/users/902288828266.json","name":"Guest_ 00XXXXXXX","email":null,"created_at":"2021-05-28T02:38:28Z","updated_at":"2021-05-28T02:38:28Z","time_zone":"Taipei","iana_time_zone":"Asia/Taipei","phone":" 00XXXXXXX","shared_phone_number":false,"photo":null,"locale_id":9,"locale":"zh-tw","organization_id":null,"role":"end-user","verified":true,"external_id":null,"tags":[],"alias":null,"active":true,"shared":false,"shared_agent":false,"last_login_at":null,"two_factor_auth_enabled":false,"signature":null,"details":null,"notes":null,"role_type":null,"custom_role_id":null,"moderator":false,"ticket_restriction":"requested","only_private_comments":false,"restricted_agent":true,"suspended":false,"chat_only":false,"default_group_id":null,"report_csv":false,"user_fields":{"contact_currency":null,"contact_owner":null,"country":null,"created_date":null,"customer_type":null,"department":null,"do_not_call":false,"dummy_contact_fae":false,"email_bounced_date":null,"email_bounced_reason":null,"email_opt_out":false,"extension":null,"fax":null,"fax_opt_out":false,"last_activity_date":null,"last_modified_date":null,"last_stay_in_touch_request_date":null,"last_stay_in_touch_save_date":null,"lead_source":null,"mailing_city":null,"mailing_country":null,"mailing_country_code":null,"mailing_postal_code":null,"mailing_state":null,"mailing_state_code":null,"mailing_street":null,"mobile":null,"name_vipvip":null,"other_country":null,"other_country_code":null,"other_street":null,"owner_id":null,"reports_to":null,"salutation":null,"skype":null,"system_modstamp":null,"title":null}}}'​
2021/05/28 10:38:29.386|400|0079|Verb|Filtered variables for matching:​
2021/05/28 10:38:29.386|400|0079|Verb| 'Id' = '902288828266'​
2021/05/28 10:38:29.390|400|0008|Trac|###TRANSACTION.4773 started​
2021/05/28 10:38:29.390|400|0008|Verb|Enqueue Inserted.TRANSACTION.4773​
2021/05/28 10:38:29.391|400|0015|Verb|Dequeue Inserted.TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0008|Trac|+++TRANSACTION.4773 updated - elapsed 1.598​
2021/05/28 10:38:29.392|400|0079|Info|CRM: New contact created from CRM: Wphonebook.170: Wtenant.1: default - - Guest_ 00XXXXXXX ​
2021/05/28 10:38:29.392|400|0008|Verb|Enqueue Updated.TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0079|Info|CRM: New lookup data '170' will be attached to all connections related to number 00XXXXXXX​
2021/05/28 10:38:29.392|400|0008|Verb|Enqueue Updated.PHONEBOOK.170​
2021/05/28 10:38:29.392|400|0008|Trac|Finalizing TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0008|Verb|Enqueue Deleted.TRANSACTION.4773​
2021/05/28 10:38:29.392|400|0008|Trac|---TRANSACTION.4773 finished 1.9052ms​
Click to expand...
That's the lookup and create, that's good.

Are you sure Call Journaling is enabled and creates a ticket?
 
Yes, I am sure. This inbound call didn't create but others second inbound call have created.
 
Benson hunag said:
Yes, I am sure. This inbound call didn't create but others second inbound call have created.
Click to expand...
Can you describe what happens with the call since it arrives to 3CX until it ends? Please note that if more than 1 extension is connected to the call, it will not be reported.
 
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The process is as below: inbound call to IVR(Welcome IVR)->IYR(CFD APP to check office time)->Queue->Agent pick the phone.
>more than 1 extension is connected to the call, it will not be reported.--> Does it mean transfer?

1622218282487.png
 
Benson hunag said:
>more than 1 extension is connected to the call, it will not be reported.--> Does it mean transfer?
Click to expand...
If the queue is configured with a ring all strategy, and more than 1 extension rings, the call will only be reported if it's answered.
 
Thanks for the hint. I check the strategy , the strategy of ring is round robin.
 
Benson hunag said:
Thanks for the hint. I check the strategy , the strategy of ring is round robin.
Click to expand...
We would have to see the full 3cxSystemService.log file to understand what's going on...
 
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Yes, I check the "3cxSystemService.log" and can found the CRM key word. However, the API call failure log can't be found.
 
Below blue color is the inbound call that can't create ticket API. How to analyse the root cause?

_______________________________________________________________________________

2021/05/28 10:42:41.784|400|0070|Trac|CHR: Saving Pbx call 00000C10E18D6B5F_49​
2021/05/28 10:42:41.784|400|0070|Trac|CHR: Executing SQL: INSERT into myphone_callhistory_v14 (idmpch14,call_id,calltype,dnowner,party_dn,party_dntype,party_name,party_callerid,start_time,established_time,end_time,end_status,end_status_hint)​
VALUES (DEFAULT,766,2,'8902','10000',128,'Inbound Call:062035XXX','062035XXX','2021-05-28 02:39:11','2021-05-28 02:39:11','2021-05-28 02:42:41',0,0)​
RETURNING idmpch14​
2021/05/28 10:42:41.790|400|0070|Info|Transcribe is disabled​
2021/05/28 10:42:41.790|400|0032|Info|CRM: about to report 1 calls at maxConcurrency 1​
2021/05/28 10:42:41.791|400|0032|Trac|Obtaining scenario entity order for entity ''​
2021/05/28 10:42:41.791|400|0032|Trac|Ordering configuration not found, using scenario entity order 0 for entity ''​
2021/05/28 10:42:41.791|400|0032|Verb|Processing scenario 'Default'.​
2021/05/28 10:42:41.791|400|0032|Verb|Creating new HttpClient for Basic authentication​
2021/05/28 10:42:41.791|400|0032|Verb|Performing GET request 'https://XXXXX.zendesk.com/api/v2/users/search.json?query=role:end-user phone:*35XXX'.​
2021/05/28 10:42:41.793|400|0008|Trac|###TRANSACTION.4778 started​
2021/05/28 10:42:41.793|400|0008|Verb|Enqueue Inserted.TRANSACTION.4778​
2021/05/28 10:42:41.795|400|0015|Verb|Dequeue Inserted.TRANSACTION.4778​
2021/05/28 10:42:41.795|400|0008|Trac|+++TRANSACTION.4778 updated - elapsed 1.8224​
2021/05/28 10:42:41.795|400|0008|Verb|Enqueue Updated.TRANSACTION.4778​
2021/05/28 10:42:41.795|400|0008|Verb|Enqueue Updated.PARAMETER.473​
2021/05/28 10:42:41.795|400|0008|Trac|Finalizing TRANSACTION.4778​
2021/05/28 10:42:41.795|400|0008|Verb|Enqueue Deleted.TRANSACTION.4778​
2021/05/28 10:42:41.795|400|0008|Trac|---TRANSACTION.4778 finished 1.9602ms​
data:1.8219ms​
Events:0.0937ms​
externals:0.0446ms​
2021/05/28 10:42:41.796|400|0015|Verb|Dequeue Updated.PARAMETER.473​
2021/05/28 10:42:41.796|400|0015|Verb|Dequeue Deleted.TRANSACTION.4778​
2021/05/28 10:42:42.483|400|0070|Verb|The response is: '{"users":[],"next_page":null,"previous_page":null,"count":0}'​
2021/05/28 10:42:42.483|400|0070|Verb|No matchings found.​
2021/05/28 10:42:42.483|400|0070|Info|Call not reported because contact could not be found for number: 062035XXX​
 
That error means that you didn't define the extension number for your Zendesk users, as explained here:
https://www.3cx.com/docs/zendesk-crm-integration/#h.uw13x3x726vt

3CX tries to find out which Zendesk user is associated to the extension that makes or receives the call. As this can't be determined, the call is not logged.
 
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