Not all ReportCall entries are sent to Salesforce.

[dipraise]

We use 3cx integration with Salesforce out of the box.
All tests pass, we can find our customers by phone number.
But calls that receive 486 Busy here status do not fall into salesforce.
The logs show that 3cx is connected to the CRM to transfer the status of the call, but the status does not reach.
What could be the problem?


I also have a question how to transfer salesforce call waiting time and talk time separately to salesforce. Instead of transmitting the duration of the conversation, which contains both the waiting time and the conversation time.

How to transfer busy status or call error to CRM? Now the status is sent unanswered even if the client was actually busy during our call or the call was not completed at all and a connection error was received.

 

[edossantos]

We use 3cx integration with Salesforce out of the box.
All tests pass, we can find our customers by phone number.
But calls that receive 486 Busy here status do not fall into salesforce.
The logs show that 3cx is connected to the CRM to transfer the status of the call, but the status does not reach.
What could be the problem?

Are you making outbound calls? Are these calls made to external numbers and don't get connected?

I also have a question how to transfer salesforce call waiting time and talk time separately to salesforce. Instead of transmitting the duration of the conversation, which contains both the waiting time and the conversation time.

Unfortunately this is not possible, the call answer date/time is not available, so it's not possible to split the duration in those 2 parts.

How to transfer busy status or call error to CRM? Now the status is sent unanswered even if the client was actually busy during our call or the call was not completed at all and a connection error was received.

Unfortunately there is no way to get these details. It's only possible to inform if the call was answered or not.

 

[dipraise]

Are you making outbound calls? Are these calls made to external numbers and don't get connected?

Outgoing external calls that have the status of unanswered and answered are recorded in the CRM with them everything is in order. But calls that receive 486 Busy here status are not marked in CRM, and our employees have to write this information in CRM.
At the same time, in the logs, I see that the 3cx exchanges information with the CRM

 

[edossantos]

Outgoing external calls that have the status of unanswered and answered are recorded in the CRM with them everything is in order. But calls that receive 486 Busy here status are not marked in CRM, and our employees have to write this information in CRM.
At the same time, in the logs, I see that the 3cx exchanges information with the CRM

Calls rejected with code 486 Busy Here should be reported as "unanswered" calls. Is this not happening? Can you enable verbose logs in 3CX and check the 3cxSystemService.log to see what's being sent to the CRM in that case?

 

[dipraise]

Calls rejected with code 486 Busy Here should be reported as "unanswered" calls. Is this not happening? Can you enable verbose logs in 3CX and check the 3cxSystemService.log to see what's being sent to the CRM in that case?

I have included a detailed log.
When a call receives 486 Busy Here status, there is no request in the CRM SalesForce to update activity. Not a single line.
When a call gets answered status, I see a lot of 3cx and CRM SalesForce exchange records, with a detailed description of what has been changed

 

[edossantos]

Please, reproduce the issue with 3CX having verbose logs enabled, then generate the 3CX support information package, and send it to me in a private message, so I take a look.