Troubleshooting 3CX-Bitrix Contact Sync

[setechnical]

I'm fairly confident my Bitrix and 3CX contacts are not syncing. How can I test and troubleshoot this?

Thanks

 

[edossantos]

First, go to the 3CX Console > Settings > CRM Integration > Test button, and emulate a call from a number you know is in your CRM. You will see if it returns a valid contact or not.

 

[setechnical]

Yes it is connecting, but I have contact in the CRM that do not come back to 3CX.. (see attached)
Thanks

 

[edossantos]

In that case, the contact is not being found, and instead 3CX is creating a new contact. You need to check the Logs tab, to see what 3CX is sending, and what Bitrix is returning, to understand why the CRM is not finding the contact.

 

[setechnical]

OK, that makes sense. But, if I have contacts that only appear in Bitrix, and not 3CX, wouldn't that mean it's not syncing?

 

[edossantos]

OK, that makes sense. But, if I have contacts that only appear in Bitrix, and not 3CX, wouldn't that mean it's not syncing?

Contact synchronization happens when your contacts call you, or you call your contacts. There is not a full contacts synchronization. So it's totally normal that you have contacts in Bitrix which are not in 3CX.

However, in your case it seems that the synchronization is not working properly, because the query returns a new contact when it should return an existing contact... You should check the "Logs" tab when you do the test, to see what's going on in the connection with the CRM.

 

[setechnical]

ok, then this does make sense. My lookup problem is documented here, and I'm yet to find a solution:

https://www.3cx.com/community/threads/troubleshooting-3cx-bitrix24-on-prem-caller-lookup.71415/