Not able to pass EntityId and EntityType to SQL during Call Reporting

[LEAD]

When trying to report the call I am unable to pass the EntityId and EntityType variables into my query.

When doing the test query it is successfully pulling all necessary information



However, once it comes to Reporting the Call, EntityId and EntityType are not being passed.

Having same issue with V16 and V18

Here is the log of the ReportCall




Here is the XML paramater I am using for the report Call query.

<Parameter Name="ReportCallSQLStatement" Type="String" Parent="ReportCallEnabled" Editor="Sql" Title="Call Journaling SQL Statement:" Default="exec reportcallproc @CallType='[CallType]', @Number='[Number]', @CallDirection='[CallDirection]', @Name='[Name]', @EntityId='[EntityId]', @EntityType='[EntityType]', @Agent='[Agent]', @AgentFirstName='[AgentFirstName]', @AgentLastName='[AgentLastName]', @AgentEmail='[AgentEmail]', @Duration='[Duration]', @DateTime='[DateTime]', @CallStartTimeUTC='[CallStartTimeUTC]', @CallEndTimeUTC='[CallEndTimeUTC]'" />

 

[LEAD]

We are currently on V16 because the integration we are using is not working on V18. So we are trying to convert it to SQL but running into this issue.

 

[Evolute IT]

We are currently on V16 because the integration we are using is not working on V18. So we are trying to convert it to SQL but running into this issue.

Hmm, you had an integration and switched to SQL? That's probably your issue lol just do the same kind of changes for EntityId and EntityType and you'll be fine in your current integration.

However, it won't work on v16. You have to be on v18 to use the new parameters.

 

[edossantos]

Hello @LEAD,

You should consider the following 2 things here:
1) As mentioned by @ConceptsWeb, if your PBX is v16, the variables [EntityId] and [EntityType] are not filled up.
2) If 3CX matches another contact from 3CX Contacts (for example a standard contact and not a CRM contact), then the information of [EntityId] and [EntityType] will not be available. Ensure that you don't have other contacts matching the phone number in the 3CX Console > Advanced > Contacts.

 

[LEAD]

Hello @LEAD,

You should consider the following 2 things here:
1) As mentioned by @ConceptsWeb, if your PBX is v16, the variables [EntityId] and [EntityType] are not filled up.
2) If 3CX matches another contact from 3CX Contacts (for example a standard contact and not a CRM contact), then the information of [EntityId] and [EntityType] will not be available. Ensure that you don't have other contacts matching the phone number in the 3CX Console > Advanced > Contacts.

We did that. I upgraded to V18, cleared all contacts, and like mentioned in the post above, during the test it Outputs EntityId and EntityType, but it does not work during ReportCall

 

[edossantos]

We did that. I upgraded to V18, cleared all contacts, and like mentioned in the post above, during the test it Outputs EntityId and EntityType, but it does not work during ReportCall

In that case, enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and then check the 3cxSystemService.log file that you can download from the 3CX Console > Dashboard > Activity Log > Logs button > Instance folder. There you will see why the call is not being reported.

 

[LEAD]

The call is being reported, but the values for EntityId and EntityType are returning blank. If the verbose logs will help as to explaining why these are blank I will try this after-hours.

 

[edossantos]

The call is being reported, but the values for EntityId and EntityType are returning blank. If the verbose logs will help as to explaining why these are blank I will try this after-hours.

Yes, we need the logs in verbose mode.

 

[LEAD]

I found the issue. Apparently with the new patch, the phone number in CRM or DB has to be in an exact match including country code. It will not work any other way. I tried changing the settings in Advanced > Contacts > Options. It will pull the contact from CRM/DB, but it will not match EntityId and EntityType when recording call. The moment I add in the full number it works. So looks like the setting in contacts > options only works when pulling numbers from CRM, and not when recording calls. Might be a bug

 

[edossantos]

The call being recorded or not shouldn't make any change...

The contact matching strategy depends on the configuration you have set in the 3CX Console > Advanced > Contact > Options. You're specifying the SQL statement, so you define if you need an exact match or a "LIKE" query... This is not a bug, you need to check what you're doing in this custom template....