Unanswered Outbound Calls Not Synced To Zoho CRM

[tispratik]

We are currently using 3CX v20.0.7.1080. Our 3CX-Zoho CRM integration is working fine except 2 issues:

1. If we dial a new number that does not exist in CRM, it should create a Lead in the CRM and sync the Call to that Lead. but this is not happening.
2. If any outbound call is unanswered, it does not sync to CRM.

The integration xml is attached for reference if someone can check and help.

 

[edossantos_sipcaller]

Hello,

1. If we dial a new number that does not exist in CRM, it should create a Lead in the CRM and sync the Call to that Lead. but this is not happening.

This is not automatic, you must trigger this lead creation from the 3CX Web Client, by clicking "Add contact" when you get the call.

2. If any outbound call is unanswered, it does not sync to CRM.

Are you using the standard template? Enable verbose logs in 3CX, reproduce the issue, and check the 3cxSystemService.log file that you will find in the Support Package ZIP file.

 

[tispratik]

Hello,


This is not automatic, you must trigger this lead creation from the 3CX Web Client, by clicking "Add contact" when you get the call.


Are you using the standard template? Enable verbose logs in 3CX, reproduce the issue, and check the 3cxSystemService.log file that you will find in the Support Package ZIP file.

Thanks @edossantos_sipcaller for the reply. We need to create Lead even for the outgoing call. If any user is dialling a new number directly from the 3CX dialer and the number does not exist in Zoho CRM, it should create Lead first.

Regarding the second issue, we are using a customized template that I have already attached in the initial message.

 

[edossantos_sipcaller]

We need to create Lead even for the outgoing call. If any user is dialling a new number directly from the 3CX dialer and the number does not exist in Zoho CRM, it should create Lead first.

I understand, but this will not happen automatically. The agent will see the "Add contact" link, when clicking it a dialog will be shown, where the agent can fill the details to create the Lead in the CRM.

Regarding the second issue, we are using a customized template that I have already attached in the initial message.

OK, you will also need to check the logs to understand why the call creation is failing.