No Contact creation, No CRM popup

[shamnad]

Dear team,
We have succesfully installed 3cx with Zoho CRM. And we are getting CRM Popup for numbers which are saved in CRM. But there is no contact creation or CRM popup available for numbers which are not saved in CRM.

Logs attached.

Any support will be greatly appreciated

Thanks

 

[Evolute IT]

If you enable "Contact Creation" in the Settings > CRM, it will create an entry and pop that URL.

If it's not enabled, then no it won't popup anything if no result is found in Zoho.

 

[shamnad]

Contact creation is already enabled in 3CX. But it is creating 3CX Contact only if the caller number is saved in the CRM. Please have a look in the log files attached.

 

[Evolute IT]

Contact creation is already enabled in 3CX. But it is creating 3CX Contact only if the caller number is saved in the CRM. Please have a look in the log files attached.

Yes, contacts are created in 3CX for those found in Zoho, or created if not found.

What are you hoping to achieve?

All I see in the logs are ReportCall scenario, which seems to fail for a URL reason. Have you modified the Zoho integration template in any way?

 

[shamnad]

This is my first Zoho&3CX integration. Can you please explain what will be the CRM and 3cx behavior if the call is coming from an unsaved number ??. I am trying achieve Popping up CRM screen for New contact, is it possible ??

No modifications done in Zoho integration template.

Thanks

 

[Evolute IT]

The flow is pretty simple:

1. The call comes in, 3CX does the lookup for leads, contacts and accounts in the order you defined.
2. If a result is found, the system creates the "Output" (which is the 3CX phonebook contact entry, basically) and returns that. That entry contains the Contact URL to open.
3. If the result is NOT found, and Contact Creation is checked, the system will make a new call to create the contact in Zoho and return that as the phonebook entry, along with the Contact URL for this newly created CRM contact/lead.
4. From there, the Webclient/DesktopApp will receive that info and open the contact URL. You will also see the Contact card icon in the Active Call view, beside the caller name/CID.

In both cases, you should get a popup, which can be disabled in the Webclient/DesktopApp by the way, in "..." > Settings > Integration.

 

[shamnad]

Ok. Now I understood.
But for my project, the 3rd step is not working. ie if a call came from any unsaved number, it is neither creating any contact nor giving any popup.
Please note that the call journaling and Contact creation is already enabled.

 

[shamnad]

Hi, is there any troubleshooting method to find weather the problem is 3cx side or Zoho side ??

 

[Evolute IT]

Hi, is there any troubleshooting method to find weather the problem is 3cx side or Zoho side ??

Beside testing each scenarios in verbose logging, not really.

 

[shamnad]

I have shared the verbose logs for both working and non-working scenarios in my first post. Can you please have a look ??

 

[edossantos]

I have shared the verbose logs for both working and non-working scenarios in my first post. Can you please have a look ??

The logs you sent don't show the contact lookup & creation part, only call journaling, so it's not useful to troubleshoot this case. The easiest way to check this is from the 3CX Console > Settings > CRM > Test button. Start a contact lookup from a number that is not in the CRM, and check if 3CX creates it. The "Logs" tab has the details of the API calls executed by 3CX.

 

[shamnad]

Hi ConceptWeb,

I have tested both CRM Saved and unsaved number in CRM Test page. And both giving me the same response. I am attaching the response log of both numbers. Please have a look.

 

[edossantos]

From the logs:
Response text: {"error":"invalid_code"}

Looks like an authorization issue. You should do the authorization again from the 3CX Console > Settings > CRM > Zoho > Authorize button.

 

[shamnad]

Dear Ernesto,

i have re-autharised the integration, now it is giving a proper response for saved numbers, but for unsavrd number it is still giving some error log. Attached the logs and screenshot, please have a look.

Also, last day i have successfully implimented another 3cx-Zoho integration, and is working properly for both saved and unsaved numbers.

 

[Evolute IT]

The error message you see there has to do with fields in Zoho. You need to re-enable the Fax field.

 

[edossantos]

Check this link from Zoho for instructions on how to make a field visible:
https://help.zoho.com/portal/kb/articles/how-to-show-or-hide-fields-in-zoho-crm

 

[shamnad]

Hi,
It worked

Thanks