V16, Update 7 Alpha Sports FB & SMS Business Messaging and Live Chat Improvements

[Evolute IT]

A quick question on the same topic. Is there an update for the 3CX Client for Android to be released? I see that I can respond to messages but cannot initiate them unless within the domain.com/webclient interface.

Yes, beta one. Check the blog.

 

[palomaglobal]

Yes, beta one. Check the blog.

Thanks for that will look at the blog.

 

[palomaglobal]

Where can we submit issues with the Facebook API integration? Followed the guide without errors on either API yet no messages route to the designated extension. Is there more documentation on this specific setup?

 

[Constantinos Constantinou]

Hi all wise,

Chat problem or question:
HTML code made with the new HTML Genarator and local callus.js is in web server. Chat itself works perfect. But voice call and video call from chat window to queue no longer work. A video call icon found, but nothing happens to it. The same queue from Click2Call address directly works with a voice call and video call.
Have a hint what is wrong?

@Mika Olkkonen ,

Make sure that on your website you have a valid SSL certificate. Otherwise the audio/video functionality will not work.

 

[Constantinos Constantinou]

Where can we submit issues with the Facebook API integration? Followed the guide without errors on either API yet no messages route to the designated extension. Is there more documentation on this specific setup?

@palomaglobal ,

In order to get messages delivered to agents, you have to submit your Facebook App for approval.

Did you tried to send messages with the administrator of that app to the agent, in order to verify that everything works as expected.

If the step above fails to execute, then it means that something is wrong with your configuration.

 

[palomaglobal]

@palomaglobal ,

In order to get messages delivered to agents, you have to submit your Facebook App for approval.

Did you tried to send messages with the administrator of that app to the agent, in order to verify that everything works as expected.

If the step above fails to execute, then it means that something is wrong with your configuration.

The app was approved the next day using the template provided by 3CX. This is not the issue, also where would logs exist for this integration? Facebook business is not flagging a single error and the API is properly connected.

Are there internal logs specific to Facebook integration (within 3CX)?

 

[amir_]

The app was approved the next day using the template provided by 3CX. This is not the issue, also where would logs exist for this integration? Facebook business is not flagging a single error and the API is properly connected.

Are there internal logs specific to Facebook integration (within 3CX)?

I would also like to know where the logs are stored for SMS processing as we have tried for 2-3 days to configure INBOUND SMS flow and are not making any progress.

 

[palomaglobal]

I would also like to know where the logs are stored for SMS processing as we have tried for 2-3 days to configure INBOUND SMS flow and are not making any progress.

Amir, if you are using Telynx I can walk you through the SMS configuration. If you are using FlowRoute I will not be able to assist.

 

[amir_]

Flowroute here. I was thinking I could stand up a Telynx eval. If I did that, would I have to establish a telynx SIP trunk to my 3cx box? I looked for Telynx and didn't a template for them to stand up a SIP trunk.

 

[palomaglobal]

Flowroute here. I was thinking I could stand up a Telynx eval. If I did that, would I have to establish a telynx SIP trunk to my 3cx box? I looked for Telynx and didn't a template for them to stand up a SIP trunk.

I say give them a shot. I believe they are still offering up starter credit for testing.

Telnyx SIP Trunking is in the "Worldwide" category and not linked to any one country. Look there.

For SMS is a bit different but rather simple to be honest. Let us know if you setup the account and we will help via private message to get your testing ENV online.

 

[amir_]

I say give them a shot. I believe they are still offering up starter credit for testing.

Telnyx SIP Trunking is in the "Worldwide" category and not linked to any one country. Look there.

For SMS is a bit different but rather simple to be honest. Let us know if you setup the account and we will help via private message to get your testing ENV online.

Got it. Going to spin it up now.

 

[NickD_3CX]

I would also like to know where the logs are stored for SMS processing as we have tried for 2-3 days to configure INBOUND SMS flow and are not making any progress.

The app was approved the next day using the template provided by 3CX. This is not the issue, also where would logs exist for this integration? Facebook business is not flagging a single error and the API is properly connected.

Are there internal logs specific to Facebook integration (within 3CX)?

The logs for the Messaging of Facebook and SMS or both found in the "3cxManagementConsole.log" file which is located in /var/lib/3cxpbx/Instance1/Data/Logs/ or C:\ProgramData\3CX\Instance1\Data\Logs\.
To see all the log entries I would suggest enabling Verbose logging.

Once you have done this, when an incoming message arrives from FB/SMS, you should be able to see in the logs the actual text message that was sent (this is the easiest thing to search for). In the same area of the logs you should also be able to see the sender information and also the destination and usually some idea why it was not delivered.

If you don't see the text of the message that was sent, this could point to some misconfiguration on the SMS/FB side. In this case, please send me a PM with the FQDN of your installation and we can check the logs of the Messaging Server to and dig deeper.

 

[amir_]

The logs for the Messaging of Facebook and SMS or both found in the "3cxManagementConsole.log" file which is located in /var/lib/3cxpbx/Instance1/Data/Logs/ or C:\ProgramData\3CX\Instance1\Data\Logs\.
To see all the log entries I would suggest enabling Verbose logging.

Once you have done this, when an incoming message arrives from FB/SMS, you should be able to see in the logs the actual text message that was sent (this is the easiest thing to search for). In the same area of the logs you should also be able to see the sender information and also the destination and usually some idea why it was not delivered.

If you don't see the text of the message that was sent, this could point to some misconfiguration on the SMS/FB side. In this case, please send me a PM with the FQDN of your installation and we can check the logs of the Messaging Server to and dig deeper.

Thank Nic. See the PM I just sent.

 

[Saqqara]

A quick question on the same topic. Is there an update for the 3CX Client for Android to be released? I see that I can respond to messages but cannot initiate them unless within the domain.com/webclient interface.

New Android client in beta - https://www.3cx.com/blog/releases/android-beta-messaging-support/

IOS client is also in beta - https://www.3cx.com/blog/releases/ios-beta-messaging-support/

 

[amir_]

I'm using Flowroute and when I run the TEST for the SMS configuration, I get the following error -

"The PBX is not reachable via the Internet. Ensure that all necessary ports are open and that the firewall check is successful. The error code received is: UNABLE_TO_VERIFY_LEAF_SIGNATURE"

The Firewall check comes back fine, I'm not sure what's wrong here. Any help appreciated!

Hi - After working on a similar issue for several days, it turned out to be the SOURCE IP address restriction on our INBOUND firewall ACL. We only allow US and Canada and once we opened it up for testing, the Messaging profile "test" succeeded and INBOUND SMS started to flow.

 

[JMG]

Hi All,
3CX management confirmed to me that a function to disable an extension to have access to Company Contacts was in 7a.
I have installed a test environement with this version and I don't find how to use this new function.
Could you please help by advising which steps have to be followed?
Thank you

Dear All, Can someone involved in 3CX update reply to me about above matter?
This is a bit difficult to plan our business if we do not have clear answer on the matter.
Thank you for your help.

 

[NickD_3CX]

Dear All, Can someone involved in 3CX update reply to me about above matter?
This is a bit difficult to plan our business if we do not have clear answer on the matter.
Thank you for your help.

I believe the setting you are looking for is under Settings --> General and is called "Hide CRM Contacts from 3CX Apps Company Phonebook".


Some things to note about this option:

• As the name implies, this hides the CRM Contacts only, not any other type of contact
• It only hides them for users using the 3CX Apps (IP Phones will still get the CRM contacts)

 

[JMG]

I believe the setting you are looking for is under Settings --> General and is called "Hide CRM Contacts from 3CX Apps Company Phonebook".
View attachment 19336

Some things to note about this option:

• As the name implies, this hides the CRM Contacts only, not any other type of contact
• It only hides them for users using the 3CX Apps (IP Phones will still get the CRM contacts)

Thank you for your quick reply NickD.
However, if you look at the reply of Nick Galea below:

Yes this in update 7

He prelied to me about a specific question which is not related to CRM and which is matching our needs. Not necessarily all companies have / needs CRM:

Dear Team,
We can see 7 Alpha version. However, I do not see that we can restrict an extension from having access to company contact. Just something about CRM... We just need to disalow some extensions to have access to company phonebook.
Could you please confirm that you will make the function of restricting access to 3CX company contact in the 7 Alpha version release?
Thank you,
Best Regards

 

[NickD_3CX]

I'm not sure, but there may have been some misunderstanding here.

Because CRM contacts are created when an incoming calls is made, our intention was to hide this information from all users, not globally disable the Company Phonebook from extensions.

 

[JMG]

I'm not sure, but there may have been some misunderstanding here.

Because CRM contacts are created when an incoming calls is made, our intention was to hide this information from all users, not globally disable the Company Phonebook from extensions.

Thank you for your reply. Hope this will be not a misunderstanding has the company has invested in the 3CX and deployed to the field agents all over the world some mobile which are on stand by because we don't want them to hve access to company phonebook.
I hope 3CX can quickly react and just add a buton inside extension parameter "allow extension to access to company phonebook".
Thank you in advance for your quick answers.