Not Logging outbound calls when + replaced with 00

[admin@adamequipment]

This all seemed to work fine on V18, but since upgrading to V20 outbound calls not logging in Zoho as recognised. We have our numbers formatted to E164 so a UK number would start +44 however since the upgrade, the replacement of + with 00 at the time of dialing from 3CX now does not log. Inbound calls are working just fine. Tested with user outbound calls user has the convert + to 00 set in PWA Client. called 5 numbers none logged on testing, if I remove 00 the number is found.

 

[bitn2]

If the number is formatted with +44 its normal that it wouldnt log the number with 0044. Its not the same number.

 

[admin@adamequipment]

3CX Dialer does not work with + so how do we get around this issue?

 

[bitn2]

3CX Dialer does not work with + so how do we get around this issue?

What do you mean with doesnt work? The softphone or the desktop app just works fine. You should check your outgoing rules if it doesnt work.

 

[edossantos_sipcaller]

Try changing the setting from Admin > System > Phonebook > Options:


Instead of "Match exactly" try using "Match at least 10 characters" (or the number of characters that will match for your country).

 

[admin@adamequipment]

So the 3CX dialer will not dial correctly unless check Replace + with 00 but then outbound call not recognised now not in Zoho. Where last week V18 it did.
We have E164 setup. All customer records set with +"country code" to comply with requirements outlined in Integration document. So Zoho customers inbound calls work just fine but outbound calls because of 00 not logging in Zoho (number is not recognised)

 

[admin@adamequipment]

Thanks for the suggestion of altering the match number am testing that now,

 

[bitn2]

So the 3CX dialer will not dial correctly unless check Replace + with 00 but then outbound call not recognised now not in Zoho. Where last week V18 it did.
We have E164 setup. All customer records set with +"country code" to comply with requirements outlined in Integration document. So Zoho customers inbound calls work just fine but outbound calls because of 00 not logging in Zoho (number is not recognised)

Again... what is the problem with the dialer? You should check your outbound rules if it cant dial with +44....

 

[edossantos_sipcaller]

Again... what is the problem with the dialer? You should check your outbound rules if it cant dial with +44....

Maybe this is a requirement from the SIP Trunk....

 

[bitn2]

Maybe this is a requirement from the SIP Trunk....

Yeah could be... But for this are the outgoing rules to be sure all the numbers to the trunk are going in the wanted format.

 

[edossantos_sipcaller]

Yeah could be... But for this are the outgoing rules to be sure all the numbers to the trunk are going in the wanted format.

Yes, the problem is that the CRM integration works with the number after applying the rules that format the outgoing number, just as it is sent to the SIP Trunk. This is why only using the last N digits of the number might be a solution.

 

[bitn2]

Yes, the problem is that the CRM integration works with the number after applying the rules that format the outgoing number, just as it is sent to the SIP Trunk. This is why only using the last N digits of the number might be a solution.

Sure? All the CRM i know using the numbers before they go to the sip. The outgoing rules should be formating the number for the sip not the CRM.

 

[edossantos_sipcaller]

Sure? All the CRM i know using the numbers before they go to the sip. The outgoing rules should be formating the number for the sip not the CRM.

I'm quite sure about this, not sure if it changed after I left 3CX as employee, but that's how it was a few months ago. The number is taken from what's sent or received from the SIP Trunk.

 

[admin@adamequipment]

Unfortunately the tests showed variable results, depending on the length of the number but in general only full "Match Exactly" works consistently for incoming calls, tried match at least X number of Characters where X=10, 11, and 12 some numbers worked others did not, so this method not consistent. Main problem is incoming calls are in format +44xxxxxxxxxx But outgoing calls use conversion because the dialer +44 converts to 0044xxxxxxxxxx outbound the outbound calls do not exact match zoho record where in V18 it did. If we dial international numbers same problem. It appears many countries have not adhered to international standards in number format. +country(3) code area code(4) number(6) it appears there are many variations. Hence the match X number of characters will not work consistently, to work with Zoho. this all worked in V18 but since V20 outbound calls not logging. Considering putting another number 0044 in a valid Zoho lookup field so that we can match incoming and outgoing calls

 

[edossantos_sipcaller]

Does your SIP Trunk require that you dial with 0044 instead of +44? Otherwise you can change your outbound rules to avoid that.

 

[admin@adamequipment]

Problem fixed, the problem was, I should have looked at the Outbound rules, and adjusted, as previously suggested here, just did not comprehend how simple, the solution was, so having put rules in place to replace 00 with + it is working correctly now Zoho logging calls. How weird have to convert calls containing + to dial 00 then convert back to + in Outbound Rules.

 

[bitn2]

How weird have to convert calls containing + to dial 00 then convert back to + in Outbound Rules.

You dont need to do this. Just use the correct outbound rules.

 

[edossantos_sipcaller]

How weird have to convert calls containing + to dial 00 then convert back to + in Outbound Rules.

In the Web Client you can disable this conversion from + to 00:


This way you don't need to change it back in the outbound rules. However, it's good to do this conversion in the outbound rules, just in case someone manually dials with the 00 prefix.