Salesforce integration works then stops working.

[AnthonyPape]

hello I have the integrated 3cx and Salesforce. It works as it should for a few hours but then stops working.
The contact or Task will pop open when a person call. After a few hours of being on and working the contact or task stops to pop up. Looking at the logs it looks like that salesforce logs the person out because of not being used. Salesforce agrees that if dormant for a period of time Salesforce will log you out.

Who knows more about how this works and can help answer how this works.

Here is a log file of the error

Error: System.Web.Services.Protocols.SoapException: INVALID_SESSION_ID: Invalid Session ID found in SessionHeader: Session timed out
at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
at System.Web.Services.Protocols.SoapHttpClientProtocol.InvokeAsyncCallback(IAsyncResult result)

Here is a log file of it working.

Sending Login request to URL: https://login.salesforce.com/services/Soap/c/35.0

4/26/2018 8:04:59 AM - Reconfiguring binding to send new requests to URL 'https://companyname.my.salesforce.com/services/Soap/c/35.0/00DU0000000LhG7' - using SessionId='00DU0000000LhG7!ARIAQDUD5s5lRwaSdMY1aPia0uG_OeCtolzVdW1ecrIu7XuY.1PV3BwPfFsE47azre2Z5R.NICioFNh729v4efBwkvwntYGD'




Anthony Pape

 

[edossantos]

Are you using the client side integration? That integration will automatically re-login when it receives the INVALID_SESSION_ID error code.

Do you know if this happens after not receiving calls for some time? Are you continually using Salesforce in your browser? Is it possible that you're using the same Salesforce account from a different computer?

 

[AnthonyPape]

I have both client side and server side set up. I have some users that it always works and some where it stops working half way through the day. I am not sure if I even have this set up correctly it does work for me every time but not all my users.

 

[edossantos]

You don't need both integrations at the same time. And actually, if you use the same credentials in client side and server side, you might experience this issue, as Salesforce detects a new login from a different computer.

So, first, choose the integration you will use. Some information to make the decision:
- Server side: the configuration is simple and done only once in the server. Features: when you receive an inbound call from an unknown number, it will search for the contact in Salesforce, and when found it will be inserted in 3CX Contacts. Then, if you use the 3CX Web Client, it will show a button to open the contact record in Salesforce.
- Client side: the configuration is more tedious, as you need to do it in every client PC. Features: contact record popup in Salesforce on incoming calls, automatic call activity log creation after the call ends, and contact creation if not found. It works with the 3CXPhone for Windows client only.

If you just need the contact popup on incoming call, then the server side integration is simpler.

If you just need the client side integration, you can disable the server side one, to avoid using the same credentials from different places.

Please give it a try and let us know if that makes any difference.

 

[AnthonyPape]

Thank You edossantos.

I went into my 3cx PBX took out the server side configuration and just left client side.

Today at 2 pm central time I call my desk phone from my cell phone and Salesforce didn't pop open.

I then closed my 3cx client for windows and restarted it and then retested it by calling my desk phone from my cell phone and it then popped open salesforce to my contact.

In the Salesforce Logs it shows
Error: System.Web.Services.Protocols.SoapException: INVALID_SESSION_ID: Invalid Session ID found in SessionHeader: Illegal Session.


This is a good call that works.

Sending Login request to URL: https://****.my.salesforce.com/services/Soap/c/35.0/00DU0000000LhG7
4/27/2018 1:43:54 PM - Reconfiguring binding to send new requests to URL 'https://****.my.salesforce.com/services/Soap/c/35.0/00DU3330654LhG7' - using SessionId='00DU0000000LhG7!AwkskJNq2xhHpWzhhUk5kfx_M7miMeTfoc39XU588Mo1ewppaH3QjepVnvSsG54jlVS9k65v6uuvenemenbeb'

So to me it looks like the 3cx windows client looses connection with Salesforce. Is their a way to keep that connected?

 

[edossantos]

The client side plugin should automatically recover for the next call. So next time don't restart 3CXPhone, just receive another call and it should work again.

Also, check your Salesforce configuration, maybe you have a too short value for the session expiration, and you can increase it to last longer.

 

[AnthonyPape]

I tried to do a call after the failed call the 3cx client didn't reconnect I had to exit out of the client and back into the client then it started working again.

the Salesforce session is set to 12 hours.

not sure why the session keeps ending in like 3 to 5 hours.