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Salesforce Integration not logging calls

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scarrick-alertus

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After updating to 3CX v18, the Salesforce integration is no longer working. I ran a test and the number matches to a contact, but when making or a receiving a call, the call does not record. Everything worked fine before the update. I tried switching to SalesforceV2 and it's still not working.

The log looks like it's working, but then say no matches.


Not processed. Number=+14108584721, connection=681, state=Dialing
2021/11/15 11:39:18.382|628|0009|Verb|Add to processing. Number=+14108584721, connection=681, state=Dialing
2021/11/15 11:39:18.382|628|0009|Info|CRM ProcessActiveConnections(). Attached entries to connection:
2021/11/15 11:39:18.382|628|0009|Verb|CRM: LocalMatches=. Number=+14108584721, connection=681, state=Dialing
2021/11/15 11:39:18.382|628|0009|Info|CRM: Synchronize(...) called
2021/11/15 11:39:18.429|628|0009|Verb|Enqueue Inserted.CONNECTION.682
2021/11/15 11:39:18.429|628|0004|Verb|Dequeue Inserted.CONNECTION.682
2021/11/15 11:39:18.434|628|0009|Verb|Enqueue Updated.CONNECTION.682
2021/11/15 11:39:18.434|628|0004|Verb|Dequeue Updated.CONNECTION.682
2021/11/15 11:39:18.434|628|0009|Verb|Enqueue Updated.CONNECTION.681
2021/11/15 11:39:18.434|628|0004|Verb|Dequeue Updated.CONNECTION.681
2021/11/15 11:39:18.779|628|0039|Info|CRM: maxConcurrency=16
2021/11/15 11:39:18.779|628|0039|Info|CRM: making request to CRM. Number=+14108584721
2021/11/15 11:39:18.779|628|0039|Trac|Obtaining scenario entity order for entity 'Contacts'
2021/11/15 11:39:18.779|628|0039|Trac|Obtained scenario entity order '0' for entity 'Contacts'
2021/11/15 11:39:18.779|628|0039|Trac|Obtaining scenario entity order for entity 'Leads'
2021/11/15 11:39:18.779|628|0039|Trac|Obtained scenario entity order '1' for entity 'Leads'
2021/11/15 11:39:18.779|628|0039|Trac|Obtaining scenario entity order for entity 'Accounts'
2021/11/15 11:39:18.779|628|0039|Trac|Obtained scenario entity order '2' for entity 'Accounts'
2021/11/15 11:39:18.779|628|0039|Verb|Processing scenario 'Default'.
2021/11/15 11:39:18.779|628|0039|Verb|Creating new HttpClient for Scenario authentication.
2021/11/15 11:39:18.779|628|0039|Verb| Bearer '00D61000000JmBJ!AQYAQLK81Nny6YJWjM4I.tFlCTMw3vgntnDbLyqPNAEuTpo2l309PQjFjXKkLNxXB2EactxbKqrKWhg8ZopiB_P4UdO8AQvj'
2021/11/15 11:39:18.779|628|0039|Verb|Performing GET request 'https://alertus.my.salesforce.com/services/data/v49.0/search/?q=FIND {4108584721} IN PHONE FIELDS RETURNING Contact(Id,FirstName,LastName,AssistantPhone,Fax,HomePhone,MobilePhone,OtherPhone,Phone,Email,AccountId)'.
2021/11/15 11:39:18.894|628|0110|Verb|The response is: '{"searchRecords":[{"attributes":{"type":"Contact","url":"/services/data/v49.0/sobjects/Contact/0034M00001v5QSlQAM"},"Id":"0034M00001v5QSlQAM","FirstName":"Shawn","LastName":"Carrick","AssistantPhone":null,"Fax":null,"HomePhone":null,"MobilePhone":null,"OtherPhone":"4108584721","Phone":"7176341080","Email":null,"AccountId":"00161000006P13jAAC"}]}'
2021/11/15 11:39:18.894|628|0110|Verb|Filtered variables for matching:
2021/11/15 11:39:18.894|628|0110|Verb| 'OtherPhone' = '4108584721'
2021/11/15 11:39:18.894|628|0110|Verb| 'Email' = ''
2021/11/15 11:39:18.894|628|0110|Verb| 'MobilePhone' = ''
2021/11/15 11:39:18.894|628|0110|Verb| 'AccountId' = '00161000006P13jAAC'
2021/11/15 11:39:18.894|628|0110|Verb| 'AssistantPhone' = ''
2021/11/15 11:39:18.894|628|0110|Verb| 'Fax' = ''
2021/11/15 11:39:18.894|628|0110|Verb| 'Phone' = '7176341080'
2021/11/15 11:39:18.894|628|0110|Verb| 'Id' = '0034M00001v5QSlQAM'
2021/11/15 11:39:18.894|628|0110|Verb| 'EntityType' = 'Contact'
2021/11/15 11:39:18.894|628|0110|Verb| 'HomePhone' = ''
2021/11/15 11:39:18.894|628|0110|Verb| 'LastName' = 'Carrick'
2021/11/15 11:39:18.894|628|0110|Verb| 'FirstName' = 'Shawn'
2021/11/15 11:39:18.894|628|0110|Verb|Processing scenario 'GetAccountName'.
2021/11/15 11:39:18.894|628|0110|Verb|Creating new HttpClient for Scenario authentication.
2021/11/15 11:39:18.894|628|0110|Verb| Bearer '00D61000000JmBJ!AQYAQLK81Nny6YJWjM4I.tFlCTMw3vgntnDbLyqPNAEuTpo2l309PQjFjXKkLNxXB2EactxbKqrKWhg8ZopiB_P4UdO8AQvj'
2021/11/15 11:39:18.894|628|0110|Verb|Performing GET request 'https://alertus.my.salesforce.com/services/data/v49.0/query/?q=SELECT Name from Account where Id = '00161000006P13jAAC''.
2021/11/15 11:39:18.936|628|0110|Verb|The response is: '{"totalSize":1,"done":true,"records":[{"attributes":{"type":"Account","url":"/services/data/v49.0/sobjects/Account/00161000006P13jAAC"},"Name":"Alertus"}]}'
2021/11/15 11:39:18.936|628|0110|Verb|Filtered variables for matching:
2021/11/15 11:39:18.936|628|0110|Verb| 'AccName' = 'Alertus'
2021/11/15 11:39:18.936|628|0110|Verb|Processing scenario 'Default'.
2021/11/15 11:39:18.936|628|0110|Verb|Creating new HttpClient for Scenario authentication.
2021/11/15 11:39:18.936|628|0110|Verb| Bearer '00D61000000JmBJ!AQYAQLK81Nny6YJWjM4I.tFlCTMw3vgntnDbLyqPNAEuTpo2l309PQjFjXKkLNxXB2EactxbKqrKWhg8ZopiB_P4UdO8AQvj'
2021/11/15 11:39:18.936|628|0110|Verb|Skipping request...
2021/11/15 11:39:18.936|628|0110|Verb|No matchings found.
2021/11/15 11:39:18.936|628|0110|Verb|Processing scenario 'Default'.
2021/11/15 11:39:18.936|628|0110|Verb|Creating new HttpClient for Scenario authentication.
2021/11/15 11:39:18.936|628|0110|Verb| Bearer '00D61000000JmBJ!AQYAQLK81Nny6YJWjM4I.tFlCTMw3vgntnDbLyqPNAEuTpo2l309PQjFjXKkLNxXB2EactxbKqrKWhg8ZopiB_P4UdO8AQvj'
2021/11/15 11:39:18.936|628|0110|Verb|Skipping request...
2021/11/15 11:39:18.936|628|0110|Verb|No matchings found.
2021/11/15 11:39:19.078|628|0009|Trac|###TRANSACTION.448 started
2021/11/15 11:39:19.078|628|0009|Verb|Enqueue Inserted.TRANSACTION.448
2021/11/15 11:39:19.078|628|0004|Verb|Dequeue Inserted.TRANSACTION.448
2021/11/15 11:39:19.079|628|0009|Trac|+++TRANSACTION.448 updated - elapsed 1.0502
2021/11/15 11:39:19.079|628|0009|Verb|Enqueue Updated.TRANSACTION.448
2021/11/15 11:39:19.079|628|0110|Info|CRM: Contact Wphonebook.12: Wtenant.1: default - - Shawn Carrick was updated from CRM
2021/11/15 11:39:19.079|628|0009|Verb|Enqueue Updated.PHONEBOOK.12
2021/11/15 11:39:19.079|628|0009|Trac|Finalizing TRANSACTION.448
2021/11/15 11:39:19.079|628|0009|Verb|Enqueue Deleted.TRANSACTION.448
2021/11/15 11:39:19.079|628|0110|Info|CRM: New lookup data '12' will be attached to all connections related to number +14108584721
2021/11/15 11:39:19.079|628|0009|Trac|---TRANSACTION.448 finished 1.4362ms
data:1.0502ms
Events:0.1594ms
externals:0.2266ms
2021/11/15 11:39:19.079|628|0004|Verb|Dequeue Updated.PHONEBOOK.12
2021/11/15 11:39:19.079|628|0004|Verb|Dequeue Deleted.TRANSACTION.448
2021/11/15 11:39:19.080|628|0110|Verb|Removed from processing. Number=+14108584721
2021/11/15 11:39:19.080|628|0110|Info|CRM: processing of +14108584721 has been finished
 
You probably have a duplicated contact in the 3CX phonebook. Try deleting all the CRM contacts from the 3CX Console > Advanced > Contacts > Bulk Delete > CRM Contacts.

Next, ensure that you're using the SalesforceV2 template. The Salesforce template is kept for backward compatibility, but it will not receive any improvements. For example, chat journaling was added to SalesforceV2 only. Also, the (old) Salesforce template will be removed at some point in the future, so you better move now to SalesforceV2.
 
That wasn't the issue. I tried multiple ways and tried with support as well. It appears we are now forced to update every contact in Salesforce to E164 format for the integration to work again. Basically an impossible task from what I can see. I tried reformatting the callerid also, but that just did nothing. So I think there are some bugs that need to be worked out in this update still
 
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If the contact lookup returns a contact, but the call is not logged, this could be due to the following:
1) There is another contact in 3CX Contacts matching the same number, and the call is being logged for that contact (if it's a CRM contact), or not logged (if it's a standard contact).

2) You don't have an agent in Salesforce having the extension configured with the value of the agent's extension that receives the call.

Using numbers in E164 format is a recommendation, but you can use Caller ID reformatting if you don't want or can't update your contacts in the CRM.

In order to investigate further I would need the Support Information package in verbose mode where you reproduce the issue. Please send it in a private message, so I can take a look.
 
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Hello,
Consider using CTI Data Connector for Salesforce. It offers a comprehensive Salesforce integration with 3cx. No issues with duplicate phone numbers or number formats. The user gets a list of all duplicate contacts / accounts when a call comes in and just clicks on the record. The call is then linked to that record. Contact [email protected] for more information.
 
Having same issue with Dynamics
 
LEAD said:
Having same issue with Dynamics
Click to expand...
According to this post, I assume that you're using a custom template for an on-premise installation, correct? In that case you will need to make the adjustments described there, so you adapt the template to work with 3CX v18.
 
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scarrick-alertus said:
That wasn't the issue. I tried multiple ways and tried with support as well. It appears we are now forced to update every contact in Salesforce to E164 format for the integration to work again. Basically an impossible task from what I can see. I tried reformatting the callerid also, but that just did nothing. So I think there are some bugs that need to be worked out in this update still
Click to expand...
Can confirm this is an issue. Did some digging and looks like the CRM phone number has to be an exact match to how 3CX views the number:E164.

https://www.3cx.com/community/threa...itytype-to-sql-during-call-reporting-2.86277/
 
scarrick-alertus said:
That wasn't the issue. I tried multiple ways and tried with support as well. It appears we are now forced to update every contact in Salesforce to E164 format for the integration to work again. Basically an impossible task from what I can see. I tried reformatting the callerid also, but that just did nothing. So I think there are some bugs that need to be worked out in this update still
Click to expand...
I was able to get a workaround working for this. Let me know if you are interested in hearing about it
 
Hi can i know any workaround about this? i meet same issue, cant search any number at crm
 
Searching should still work. The issue described above only affects reporting the call. Check to make sure that you have a minimum set here if searching is not working.

1639106743902.png
1639106791881.png
 
My workaround is
  • set the settings in "Advanced > Contacts > Options" to "Match Exactly.
  • Then change your lookup statements to use the following variable
    • [[Number].Substring(3)]
    • This will make the lookup skip the first 3 digits
  • Then during output I set a field not being used by CRM to input the number that was actually dialed. This stores the number dialed in 3CX and then during call reporting it is no longer an issue.
    • <Output Type="PhoneMobile2" Passes="0" Value="[Number]" />
 
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3CX support said they would fix this issue with the next patch. So hopefully soon.
 
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LEAD said:
3CX support said they would fix this issue with the next patch. So hopefully soon.
Click to expand...
Yes, I can confirm that we're working on this, the fix should be ready in v18 Update 3.
 
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ya currently only work with match exact number, i am using dynamic 365 crm. now the issue is call record created
but doesnt fill agent field after update2.
image
 
where is "change your lookup statements"?
 
is there any url for downlload v18 update1? i need solve this issue first
 
axpjelly1029 said:
ya currently only work with match exact number, i am using dynamic 365 crm. now the issue is call record created
but doesnt fill agent field after update2.
Click to expand...
How are you configuring the Call Journaling section in 3CX? If you're moving from v16, there are some changes in the variables you have available. Please take a look at the updated guide here:
https://www.3cx.com/docs/dynamics-crm-integration/#h.pbh3i4dyveoj

axpjelly1029 said:
where is "change your lookup statements"?
Click to expand...
This is for database integrations, not for Dynamics.
 
i using default setting, the problem i found that is now using agent email to search not custom field extension number at dynamic. is the update cause this issue , yesterday no issue
 
axpjelly1029 said:
i using default setting, the problem i found that is now using agent email to search not custom field extension number at dynamic. is the update cause this issue , yesterday no issue
Click to expand...
Yes, this is a change introduced in Update 2. The email address is a much better field to do the mapping between the 3CX extension and the CRM user. There is no need to create a custom field, the email is always there. Just ensure that your 3CX extensions have the email configured, and the integration will be able to map them to CRM agents.
 
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