The Call Journaling feature between 3CX and Bitrix24 does not work correctly

[minh zero]

I have exactly followed this tutorial https://www.3cx.com/docs/bitrix24-crm-integration/
The Bitrix24 system created the corresponding Contacts / Lead, but all of those Contacts / Leads were assigned by default to the Administrator Account (Responsible person)

Although I have configured Extension Number for each user on Bitrix24 system

 

[minh zero]

And here is my 3cxSystemService.log:



I see that it has found the user's Extension Number, and created a contact as well as assigned a Responsible person
But the end result is the new contacts' Resposible person is Administrator Bitrix24

 

[edossantos]

When you use the "Create Contact" functionality of the integration, these new contacts are created using the user account configured in 3CX (administrator). You should configure the permissions to allow normal agents to access these contacts as well, and they can change the responsible person manually when they receive the call.

 

[minh zero]

Thanks @edossantos ,

That means I need to delegate the normal users to create Contacts on the 3cx system.
Or on the Bitrix24 system (If on Bitrix24, I have delegated the rights to create Contacts / Leads for everyone)

Can you be specific?

 

[edossantos]

When you configure the integration in 3CX, you specify the URL of an Inbound Web Hook you create in Bitrix. This Web Hook specifies the User ID, which is usually the administrator. So, anything 3CX does using this Web Hook will be done with the specified User ID (the administrator).

As a result, when 3CX creates a contact in Bitrix, it does it using the administrator account. But when the agent receives the call, the Contact URL is launched on the agent's PC, and they open this contact using a normal user account (not the administrator). Here, the agent needs to edit the contact in Bitrix, setting the responsible person as themselves, instead of the administrator, which is the user that created this contact.

 

[minh zero]

Ok. I see.
Thanks for Support.