Random Problems with Syncing Call Reports to Zoho

[LFX]

Hi everyone,

We have troubles with the Zoho CRM Integration. Sometimes the calls are synced and sometimes not. We tried to reproduce the problem but that's not possible. It seems to be the problem apears just randomly.

Our 3X System is running on AWS. Does anybody else have the same issue or is there already a fix available?

Thanks in advance,
Chris

 

[AndreasP_3CX]

for the call journaling to not sync randomly this can be attributed usually two reasons

1) you have contact creation set to OFF and the call is from a new caller that doesn't exist in the CRM
2) lookup problems or authorization problems / loss of connection to CRM

if these two options are eliminated and the issue is random (i am assuming when you try the test button all is ok no errors), then we will need to dig in further, which means it would be best to open a support ticket so we can have a deeper look into this

 

[LFX]

Hi Andreas,

Thanks for your quick reply.

1) It sems to be the mistake could be in the option “Create Contacts on Call Direction:”. The configuration just showed “Inbound”. We changed it to “Inbound/Outbound”. We will now monitor the behaviour for the next days.

2) Here it looks everything fine. As the system is running on AWS, there should be no problem to reach Zoho Servers.

Thanks for your help!
Chris

 

[edossantos]

Something else to add on top of what Andreas has mentioned, is that you must ensure that your Zoho users have their extension numbers set up in Zoho, as explained here:
https://www.3cx.com/docs/pbx-crm-integration-zoho/#h.qp9eqhnqzdv4

If the call is from/to an agent who doesn't have his/her extension number set in Zoho, then 3CX will not be able to log the call because it can't find the Zoho user associated to the extension number that makes or receives the call.

This will be visible in the 3cxSystemService.log file when you enable verbose logs in 3CX.

 

[LFX]

Hi Santos,

Thank you very much for this information. We have set this for all Users. So the problem doesn't appear because of missing association.

We had a time where syncing phonereports to zoho worked perfectly. The problems I descprited in my inicial posts appeared after an update of the 3CX Systems last year. Since then we had the issues and as we didn't where able to solve them by ourself, I opened this topic today.

Thanks for your help!
Chris

 

[edossantos]

In that case, probably what you mentioned about the new setting "Create Contacts on Call Direction" might be the cause. Enabling this for all calls will pretty sure solve the issue.

Just in case, keep verbose logs enabled for a few days, so in case this happens again, you have all the troubleshooting details.