Transferred calls & CRM journaling

[chuxo]

Hi, I have an issue with CRM Integration, regarding Calls Journaling when there is an incoming call with a supervised transfer scenario.

I call to the main header number and the receptionist receives the call and transfer it from its extension to another employee extensions. In this scenario I don't see any http call to CRM to register the call. Only the initial call to the receptionist, so I don't know in the CRM the real destination of the call.

In the Call log I see 3 calls (Incoming one, conversation between the 2 extensions and the conversation between the original dialler and the target extension). But in the SystemService.log there is only one call to CRM's Webhook.

How could I registered the 3 calls in the CRM (Bitrix)?

Thanks

 

[edossantos]

Well, those 3 calls you mentioned are in fact 2 calls:
- The first call between the external number and the receptionist, this call is logged.
- The internal call between the receptionist and the agent, this call is not logged, because no external party is involved.

Then, the first call is updated, replacing the receptionist with the agent, so the external party speaks to the agent. But it's the same call.

When 3CX logs the call, it needs to choose one internal party, and the first extension that received the call is selected, this is by design.

 

[chuxo]

What I don't understand is that in the 3CX activity log they are reflected as 3 entries in the database, as I commented in the first post. What I need to see in the CRM 's activity log is the same calls I see in the 3CX activity log. But only one is sent to CRM's webhook. So I guess I can not configure a different behaviour?

Thanks

 

[Evolute IT]

What I don't understand is that in the 3CX activity log they are reflected as 3 entries in the database, as I commented in the first post. What I need to see in the CRM 's activity log is the same calls I see in the 3CX activity log. But only one is sent to CRM's webhook. So I guess I can not configure a different behaviour?

Thanks

No we can't. That's how it works. It only logs one leg of a call.