Regarding the integration of 3CX with salesforce and call details.

[anujgoel]

Hi Team,
I have some queries regarding call details and the integration of 3CX with salesforce. Can you please help me out with it? It is on high priority. Once the call is connected, the task has been created automatically by standard integration of salesforce. But the call details such as call start time, end time, and call duration that are reflected in tasks are not accurate.
Thanks and regards
Anuj Goel

 

[Evolute IT]

Hi Team,
I have some queries regarding call details and the integration of 3CX with salesforce. Can you please help me out with it? It is on high priority. Once the call is connected, the task has been created automatically by standard integration of salesforce. But the call details such as call start time, end time, and call duration that are reflected in tasks are not accurate.
Thanks and regards
Anuj Goel

Hi,

The integration sends the call report at the end of a call, not the beginning.

So the details will be accurate once the call is ended and the task/note is posted.

Have you modified the template yourself?

 

[anujgoel]

Yes, the integration sends the call report at the end of a call. But the details are not accurately reflected on tasks when the call ended. For example, if the call is connected and the duration of the call is 30 seconds then it reflects on tasks with 36,37 seconds approx whenever the call is disconnected and the task is created in salesforce. Also, we verify the start time and end time are not accurate.

 

[edossantos]

Are you receiving calls through a queue? The queue will answer the call as soon as it's received, so the call will be considered answered from that point. Then, the time the user is waiting on the queue will be included.

 

[anujgoel]

We simply dialed a call from the 3CX user account and received that call in 3CX. Once we answered and end the call, a task has been created. Is there any way to consider the call details only when calls are answered, not when a call has just been received?

 

[edossantos]

Checking the template I can see that the call duration being reported is taken from the variable DurationTimespan, which considers the time from call start to end (including the ringing time). Unfortunately there is no variable to provide the call established duration (without the ring time), so what you need is not possible at the moment.

 

[anujgoel]

Ok edossantos, I'll check.
Thanks for the assist.

 

[HerbertBallerina]

Hi,

why is there a difference between what is logged in the CRM VS. what is logged in the CDR VS. what is logged in the call reports? I'm talkink about duration of the same call reported differently
What is the cause?

 

[edossantos]

Hi,

why is there a difference between what is logged in the CRM VS. what is logged in the CDR VS. what is logged in the call reports? I'm talkink about duration of the same call reported differently
What is the cause?

View attachment 33780

In the CRM call journaling the call duration is calculated from the call start to the call end, not considering when the call is answered.

 

[HerbertBallerina]

In the CRM call journaling the call duration is calculated from the call start to the call end, not considering when the call is answered.

Thank you so much!

 

[dipraise]

Do I understand correctly that now there is no way to transfer to SalesForce only the talk time, without the dial-up time?
If so, then why do we need variables?
CallStartTimeUTC
CallEstablishedTimeUTC
CallEndTimeUTC
We have the same task now, to get the exact time of conversations, how do we do this?

 

[edossantos]

Do I understand correctly that now there is no way to transfer to SalesForce only the talk time, without the dial-up time?
If so, then why do we need variables?
CallStartTimeUTC
CallEstablishedTimeUTC
CallEndTimeUTC
We have the same task now, to get the exact time of conversations, how do we do this?

You would need to edit the template to do that. Currently the template reports the call duration using the following expression:
<Value Key="CallDurationInSeconds">[[[DurationTimespan].get_TotalSeconds()].ToString("F0")]</Value>

You would need to change that to the following:
<Value Key="CallDurationInSeconds">[[[[CallEndTimeUTC].Subtract([CallEstablishedTimeUTC])].get_TotalSeconds()].ToString("F0")]</Value>

Please note however that [CallEstablishedTimeUTC] might not be assigned if the call was not answered, in that case you will have an error and the call will not be logged.

 

[dipraise]

You would need to edit the template to do that. Currently the template reports the call duration using the following expression:
<Value Key="CallDurationInSeconds">[[[DurationTimespan].get_TotalSeconds()].ToString("F0")]</Value>

You would need to change that to the following:
<Value Key="CallDurationInSeconds">[[[[CallEndTimeUTC].Subtract([CallEstablishedTimeUTC])].get_TotalSeconds()].ToString("F0")]</Value>

Please note however that [CallEstablishedTimeUTC] might not be assigned if the call was not answered, in that case you will have an error and the call will not be logged.

Thanks for the warning, we have made the transfer of the Established time and the end time of the conversation into the description, and already on the Salesforce side we count the difference and overwrite the Call Duration Seconds