Salesforce Integration log call just with integration user

[Pietro Messina]

Good morning,
I have found a weird behavior of this integration. Every time that an agent log a call with the click2call inside salesforce, the call activity created has as Assigned to user the integration user (in my specific case mine). This is very bad for our business and I need to know if If there is a way to log them with the specific user that click on the phone number.
Many thanks in advance

 

[edossantos]

The Call Journaling functionality works as follows:

• When the call ends, it gets the email address of the 3CX extension making or receiving the call.
• Then 3CX searches in Salesforce which agent has the same email address set.
• If a Salesforce user is found, the call is logged for that particular user.
• If a Salesforce user is not found, the call is logged for the user configured in 3CX settings.

Do you have your agents email addresses configured in 3CX, so this match can happen?

 

[Pietro Messina]

Good afternoon Ernesto,
Many thanks for the quick answer.
Thanks to you I have understood what was missing.
This is just a suggestion, I think that it could be useful to have this explanation also inside the Salesforce Integration doc.
It was not explained there.
Anyway, again many thanks and have a nice day!