Solved SalesforceV2 disappeared while testing the Journaling Functionality after successful Integration

[prashantcw]

Hello,

I was doing a couple of testing after integrating Salesforce with our 3CX Enterprise Edition.

Level 1 Testing - Integrated Salesforce as provided in the self explanatory document, Template being SalesforceV2. The only customization in template was setting up the https://test.salesforce.com since I was integrating it with Sandbox. After integration I tested the functionality and I was running smooth as expected including sync and journaling.

Level 2 Testing - Our Salesforce has a few Custom Phone Fields which was supposed to be included in the template and perform the next level of testing. The template was updated to include the __c custom fields at the Query/ variables and Output sections of the script and of course test.salesforce.com. After adding the template, the integration was running fine but the Contact was not able to find. I however, looked through but couldn't notice. On multiple testing, the SalesforceV2 in the CRM Configuration dropdown disappeared. Although I had backup of the Production Templates of SalesforceV2, I am not able to ADD it to the list of Configuration Templates. After which, I also tried using only Salesforce Template which worked to find the Phone Number. The queries I have -

1. How do I get the SalesforceV2 Template back into the CRM Configuration dropdown list ? Attaching backup file for your reference.
2. Will the Salesforce only and not V2 not work in Integrations and Journaling ?
3. Is there something specific you would advise to take care in the template when adding the Custom Fields since the Integration was Ok bu the same contact number which was found in Level 1 Testing was not found in Level 2 testing ?

Appreciate all your help with this issue that has prevented a successful integration. Thanks in advance!

 

[edossantos]

1. How do I get the SalesforceV2 Template back into the CRM Configuration dropdown list ? Attaching backup file for your reference.

First, ensure that you change the "Name" attribute from the first line of the template, for example to "SalesforceCustom". It's important that you use a different name, because you're using a customized template, otherwise any update from 3CX will override your changes. So, change the "Name" attribute, change the file name, and then upload the template to the 3CX Console > Settings > CRM Integration > Add button.

2. Will the Salesforce only and not V2 not work in Integrations and Journaling ?

Both templates are almost the same, the only difference is the authentication. Salesforce requires that you provide your email, password and security token, which will be stored in 3CX. On the other hand SalesforceV2 uses full OAuth2 and you just need to authorize the app to provide a token that 3CX will use (your credentials are not stored in 3CX). So it's better using SalesforceV2. Regarding Call Journaling, both will work exactly in the same way.

3. Is there something specific you would advise to take care in the template when adding the Custom Fields since the Integration was Ok bu the same contact number which was found in Level 1 Testing was not found in Level 2 testing ?

We would need to check some logs to understand why a contact is not being found...

 

[prashantcw]

Dear Santos,

Thank you for your response, please note the below which finally got the issue resolved.

1. I tried with a few names of the file but didn't work, finally I got some help from backend 3CX and they got the SalesforceV2 up and running. I was able to authorize again having customized the template for Sandbox.

2. Rightly said, after writing this query yesterday, I made some changes in Point 3 below and both the Integration and Journaling worked for even the Salesforce Template.

3. When I was testing with the Option to search for last 7 digits of the Contact it doesn't work properly so I tried with Exact match and things fell into place and the numbers were recognized from the Sandbox by the Google Chrome Extension. But I am only concerned if there will be spaces at times between the Country Code and the Number in Salesforce vs no spaces when dialling from the Extension, will that sync up and create a log or not. But the 7 digit for sure wasn't a good idea when trying to find an existing contact in Salesforce.

Thank you

 

[edossantos]

3. When I was testing with the Option to search for last 7 digits of the Contact it doesn't work properly so I tried with Exact match and things fell into place and the numbers were recognized from the Sandbox by the Google Chrome Extension. But I am only concerned if there will be spaces at times between the Country Code and the Number in Salesforce vs no spaces when dialling from the Extension, will that sync up and create a log or not. But the 7 digit for sure wasn't a good idea when trying to find an existing contact in Salesforce.

This is something that we have seen in a few installations. In most cases Salesforce needs that we send the last 7 digits, otherwise it doesn't return any data. But in other installations a full match is required. This is somthing that you need to try doing tests. It's their web service which is doing this lookup, so it's not clear why this works in a way or another depending on the installation.

 

[prashantcw]

Thank you Santos, will keep trying with the 3rd Point. Feel free to close out the issue!