No popup in salesforce for new contact creation

[JohanFer]

Hi, I have 3cx v18 udate 5 running on Windows server 2016. We do SalesforceV2 integration.

When calling from a number that exist in the database the popup with the caller information in salesforce works fine.
If the number that calls in is not in the database, there should be a popup in salesforce for creation of new contact. This does not happen.

The 3cx Tick box is clicked for Enable contact creation.

Any idea of where to start looking?

 

[edossantos]

When the contact is not found, 3CX will automatically create a new contact using the default name configured in the Management Console > Settings > CRM. And this new contact should be popped up in the Web Client. The default name is usually "New 3CX Contact PHONENUMBER". You can check your Salesforce account and see if you have contacts with those names.

Also, for your reference, in 3CX v18 Update 8 (not released yet) we're changing the way in which this works, and we will not create a contact with a default name anymore. Instead, from the Web Client you will be able to decide if you want to create a contact or not, and set the contact details.

 

[JohanFer]

When the contact is not found, 3CX will automatically create a new contact using the default name configured in the Management Console > Settings > CRM. And this new contact should be popped up in the Web Client. The default name is usually "New 3CX Contact PHONENUMBER". You can check your Salesforce account and see if you have contacts with those names.

Also, for your reference, in 3CX v18 Update 8 (not released yet) we're changing the way in which this works, and we will not create a contact with a default name anymore. Instead, from the Web Client you will be able to decide if you want to create a contact or not, and set the contact details.

Hi Ernesto
I do not see this "New 3CX Contact PHONENUMBER" when the number does not exist it does not popup with the salesforce tab to create new contact.

 

[edossantos]

Hello @JohanFer,

Do you see new contacts in Salesforce with the default name you configured in the 3CX Console?

There is no popup to create the contact. The contact is automatically created with default data, and then popped up, as any other existing contact, so you can edit it.

If contact creation is not working, you should enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call where you reproduce the issue, and check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder. This log will tell you if there is any error invoking the API to create the contact.

 

[accentlogic]

@edossantos We have a system using the SalesforceV2 that recently started seeing contacts not created. They are seeing the below error in the 3CX logs:

CRM: Exception during contact creation: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason=Bad Request - Content=[{"message":"Owner ID: owner cannot be blank","errorCode":"INVALID_CROSS_REFERENCE_KEY","fields":["OwnerId"]}]

I reported this to 3CX support, who said to make it so the field is not mandatory, as it was not before. Or, to edit the template and manually provide the required field with a valid value.

Salesforce support says "The OwnerId is mandatory field to create a record. It cannot be left bank in salesforce while creating."

It seems to me an update to the default template is in order. Feel free to PM me for additional details or a link to the support ticket.

 

[edossantos]

@edossantos We have a system using the SalesforceV2 that recently started seeing contacts not created. They are seeing the below error in the 3CX logs:

CRM: Exception during contact creation: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason=Bad Request - Content=[{"message":"Owner ID: owner cannot be blank","errorCode":"INVALID_CROSS_REFERENCE_KEY","fields":["OwnerId"]}]

I reported this to 3CX support, who said to make it so the field is not mandatory, as it was not before. Or, to edit the template and manually provide the required field with a valid value.

Salesforce support says "The OwnerId is mandatory field to create a record. It cannot be left bank in salesforce while creating."

It seems to me an update to the default template is in order. Feel free to PM me for additional details or a link to the support ticket.

Hello Tim,

I'm handling this support ticket. Please check my last answer.

Thank you.

 

[accentlogic]

Hello Tim,

I'm handling this support ticket. Please check my last answer.

Thank you.

Thanks! Much appreciated. We'll keep investigating with the client and their developers and post an update when we have one.

 

[JohanFer]

Hello @JohanFer,

Do you see new contacts in Salesforce with the default name you configured in the 3CX Console?

There is no popup to create the contact. The contact is automatically created with default data, and then popped up, as any other existing contact, so you can edit it.

If contact creation is not working, you should enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call where you reproduce the issue, and check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder. This log will tell you if there is any error invoking the API to create the contact.

Thank you, the problem was resolved. It was rights problem on salesforce side.

 

[JohanFer]

Hello @JohanFer,

Do you see new contacts in Salesforce with the default name you configured in the 3CX Console?

There is no popup to create the contact. The contact is automatically created with default data, and then popped up, as any other existing contact, so you can edit it.

If contact creation is not working, you should enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call where you reproduce the issue, and check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder. This log will tell you if there is any error invoking the API to create the contact.

My inbound is working perfect now and the new contact popup appears but on outbound calls the new contact creation is not done in salesforce. Is this option already available? I have in the CRM integration set it for inbound/outbound

 

[edossantos]

My inbound is working perfect now and the new contact popup appears but on outbound calls the new contact creation is not done in salesforce. Is this option already available? I have in the CRM integration set it for inbound/outbound

You should check the 3cxSystemService.log file to understand why this is failing.