Problems with syncing calls to Zoho

[LFX]

Hello

We are using 3CX Pro Version 18.0.3.450.

Since one of the last updates – I think it was 18.0.2.307 – we have problems with call journaling in Zoho.

We have one extension where phone calls are made who should not be added to Zoho. In the past this worked fine but since one of the last updates calls from this extensions are synced to Zoho. How can we deactivate this behaviour?

Since the same update syncing calls to Zoho no longer works perfect. We have many calls from extensions who should get synced to Zoho but doesn’t appear there. Is this problem known?

Regards
Chris

 

[Evolute IT]

Hello

We are using 3CX Pro Version 18.0.3.450.

Since one of the last updates – I think it was 18.0.2.307 – we have problems with call journaling in Zoho.

We have one extension where phone calls are made who should not be added to Zoho. In the past this worked fine but since one of the last updates calls from this extensions are synced to Zoho. How can we deactivate this behaviour?

Since the same update syncing calls to Zoho no longer works perfect. We have many calls from extensions who should get synced to Zoho but doesn’t appear there. Is this problem known?

Regards
Chris

For the first thing, it's to be expected since now the lookup for the CRM User (to assign the call activity) is done by email instead of extension. So everyone will work automatically.

For the second part, you will need to check the logs in Verbose to figure out why some are logging and not others. Sounds to me like the contact wasn't found or the agent wasn't found based on their email.

 

[LFX]

Thanks for explaining me this changes, didn't know that.
I double checked the email addresses. They're all sett correct. The extension who should not be synced to Zoho has an email E-Mail address who is not assigned to a Zoho User. So unfortunately this don’t solves the issue.

For the second part: If a contact is not found, the system is configured to create a new Lead. It also can’t be based on the email because they are all correct and the problems happens randomly on all agents.