Random Missing Call Journaling Events

[RepairDesk]

Hello Community,

We are facing a critical issue with 3CX call journaling events not being generated consistently.

Use Case​

• We use multiple 3CX instances (both hosted and on-prem).
• Journaling is configured to send call events to our system.
• When events do arrive, they are processed correctly with no problems.

The Problem​

• Roughly 10–20% of calls never generate a journaling event.
• The issue is completely random:
  • Sometimes inbound calls are missing, sometimes outbound, sometimes missed calls.
  • It’s not tied to any specific extension, call type, or instance.
• This happens across different 3CX instances, so it’s not isolated to one environment.
• We have tested with both:
  • The Zoho CRMPlus official template
  • A Custom CRM template
    The problem occurs in both cases.

Troubleshooting Done​

• Enabled Verbose Logging in 3CX.
• Checked 3cxSystemService.log, 3CXQueueManager.log, and event logs.
• No errors, warnings, or trace of the missing journaling events appear in the logs.
• On our side, we can confirm the missing events never arrived.
• Events that do arrive are complete and valid — so the issue is not with our endpoint.

Questions:​

• Has anyone else experienced journaling events missing at random?
• Is there any fix or configuration to ensure 100% reliability of journaling events?
• Is there any way to make 3CX retry missed journaling events (similar to how CDR exports can be reprocessed)?

Any help, insights, or confirmation from other users would be greatly appreciated.


Thanks,

 

[edossantos_sipcaller]

Call logging might be skipped for different reasons, for example not finding a contact for the caller's number, or not finding a Zoho CRM user to associate the call with it. The logs will tell you which scenario is being executed, which is being skipped, and that's how you start investigating why calls are not logged.

 

[RepairDesk]

Call logging might be skipped for different reasons, for example not finding a contact for the caller's number, or not finding a Zoho CRM user to associate the call with it. The logs will tell you which scenario is being executed, which is being skipped, and that's how you start investigating why calls are not logged.

We double-checked, and the contact does exist in Zoho CRM. It even shows up in the 3CX app when performing a lookup. However, the challenge is that our 3CX system processes between 4,000 and 10,000 calls a day, so the logs are extremely large. Do you know which specific keys or fields we should focus on to efficiently search the relevant logs?

 

[edossantos_sipcaller]

We double-checked, and the contact does exist in Zoho CRM. It even shows up in the 3CX app when performing a lookup. However, the challenge is that our 3CX system processes between 4,000 and 10,000 calls a day, so the logs are extremely large. Do you know which specific keys or fields we should focus on to efficiently search the relevant logs?

You need to enable verbose logs in 3CX. Then reproduce the issue, and download the Support Information ZIP package. Inside this ZIP file you will see a 3cxSystemService.log file, and in this file you need to look for entries having the "CRM:" prefix.