Outbound calls not sent to CRM

[noiser_cz]

Hello, having an issue with custom template that any outbound call is not sent to custom CRM - any inbound is fine - query to CRM will happen after call ended.

Tried to simplify the template as possible and still does not work, could you check that, please?

<?xml version="1.0"?> <Crm xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" Country="CZ" Name="skodadily" Version="1"> <Number Prefix="Plus" MaxLength="16" /> <Connection MaxConcurrentRequests="16" /> <Parameters> <Parameter Name="ReportCallEnabled" Type="Boolean" Editor="String" Title="Enable Call Journaling" Default="True" /> <Parameter Name="Subject" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Call Subject:" Default="3CX PhoneSystem Call" /> <Parameter Name="InboundCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Answered Inbound Call:" Default="[DateTime]: Answered incoming call from [Number] to [Agent] ([Duration])" /> <Parameter Name="MissedCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Missed Call:" Default="[DateTime]: Missed call from [Number] to [Agent]" /> <Parameter Name="OutboundCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Answered Outbound Call:" Default="[DateTime]: Answered outgoing call from [Agent] to [Number] ([Duration])" /> <Parameter Name="NotAnsweredOutboundCallText" Type="String" Parent="ReportCallEnabled" Editor="String" Title="Unanswered Outbound Call:" Default="[DateTime]: Unanswered outgoing call from [Agent] to [Number]" /> </Parameters> <Authentication Type="No" /> <Scenarios> <Scenario Id="" Type="REST"> <Request SkipIf="" Url="https://www.url.com/api/general/client.php?phone=[Number]" MessagePasses="0" RequestEncoding="UrlEncoded" RequestType="Get" ResponseType="Json" /> <Rules> <Rule Type="Any">contact.id</Rule> </Rules> <Variables> <Variable Name="ContactID" Path="contact.id"> <Filter /> </Variable> <Variable Name="FirstName" Path="contact.firstname"> <Filter /> </Variable> <Variable Name="LastName" Path="contact.lastname"> <Filter /> </Variable> <Variable Name="CompanyName" Path="contact.company"> <Filter /> </Variable> <Variable Name="Email" Path="contact.email"> <Filter /> </Variable> <Variable Name="PhoneMobile" Path="contact.phone"> <Filter /> </Variable> <Variable Name="CustomValue" Path="contact.last_order_id"> <Filter /> </Variable> <Variable Name="ContactUrl" Path="contact.url"> <Filter /> </Variable> </Variables> <Outputs AllowEmpty="false"> <Output Type="ContactID" Passes="0" Value="[ContactID]" /> <Output Type="FirstName" Passes="0" Value="[FirstName]" /> <Output Type="LastName" Passes="0" Value="[LastName]" /> <Output Type="CompanyName" Passes="0" Value="[CompanyName]" /> <Output Type="Email" Passes="0" Value="[Email]" /> <Output Type="PhoneMobile" Passes="0" Value="[PhoneMobile]" /> <Output Type="CustomValue" Passes="0" Value="[CustomValue]" /> <Output Type="ContactUrl" Passes="0" Value="[ContactUrl]" /> </Outputs> </Scenario> <Scenario Id="ReportCall"> <Request SkipIf="[ReportCallEnabled]!=True" Url="https://www.url.com/api/3cx/call.php?phone=[Number]&amp;agent=[Agent]&amp;duration=[Duration]&amp;calltype=[CallType]&amp;date=[DateTime]" RequestType="Get" ResponseType="Json" /> </Scenario> </Scenarios> </Crm>

 

[edossantos]

Please enable verbose logs as described here:
https://www.3cx.com/docs/collecting-logs-for-3cx-support/

Then make a test call and check the 3cxSystemService.log file, which will show the interactions between 3CX and the CRM.

It is important to note that you need a contact match to get the Call Journaling working. So, if you can't find the contact for outbound calls, then calls will not be logged. You will see if this is what's happening from the logs.

 

[noiser_cz]

Thank you for guiding me - it had to do something with the E164 number formating, updated API to work with and without country code and it works fine now.

Thank you once again!

 

[noiser_cz]

Hi,

just found out another issue.

- I have a PrioHunt strategy on my ring group.
- There is a incomming call to this ring group
- If caller hangs unanswered call while first agent is ringing, I get call journal post from 3CX
- But if caller hangs after the first agent stopped ringing and any other agent (2nd, 3rd...) is ringing, 3cx will not post call journal - is there any way to achieve this? Thank you!

Mira.

 

[edossantos]

just found out another issue.

- I have a PrioHunt strategy on my ring group.
- There is a incomming call to this ring group
- If caller hangs unanswered call while first agent is ringing, I get call journal post from 3CX
- But if caller hangs after the first agent stopped ringing and any other agent (2nd, 3rd...) is ringing, 3cx will not post call journal - is there any way to achieve this? Thank you!

Yes, this is a known issue. Call Journaling is triggered when only 1 extension participated of the call. When you have more than 1 extension ringing, 3CX will not create the Call Journaling entry because it can't post the call for all the agents (it would result in N calls in the CRM for a single real call), and it can't also post it for a specific agent (because it would affect the performance statistics of this agent only, when others also participated). So this is by design and can't be avoided.