V18 - Zoho - Journalling Broken After Upgrade

[socalcodingschools]

Opening a new thread as requested.

We have out of the box config for Zoho integration. Pre-upgrade, we had call journaling setup and was working.

We would see this in our CRM after a call:




After the upgrade we see inconsistent behavior, some records show Call Journaling , but not Chat journaling. Other records shows chat, but not call.

As part of troubleshooting. We removed the integration and added the integration again... same behavior



but no call journaling to same person

Also chat is added as a Task and not a call, is that the expected behavior? Do I need to a custom template if I want to change this to calls or is there an easier toggle?

In the verbose system logs, I see the CRM lookup when dialing:

2021/09/10 09:18:48.420|18896|0007|Verb|Not processed. Number=+14243ZZZZZ, connection=52, state=Ringing
2021/09/10 09:18:48.420|18896|0007|Verb|Add to processing. Number=+14243ZZZZZ, connection=52, state=Ringing
2021/09/10 09:18:48.420|18896|0007|Info|CRM ProcessActiveConnections(). Attached entries to connection: 813
2021/09/10 09:18:48.422|18896|0007|Verb|CRM: LocalMatches=813. Number=+14243ZZZZZ, connection=52, state=Ringing
2021/09/10 09:18:48.422|18896|0007|Info|CRM: Synchronize(...) called
2021/09/10 09:18:48.424|18896|0042|Info|CRM: maxConcurrency=16
2021/09/10 09:18:48.427|18896|0042|Info|CRM: making request to CRM. Number=+14243ZZZZZ
2021/09/10 09:18:48.466|18896|0042|Trac|Obtaining scenario entity order for entity 'Contacts'
2021/09/10 09:18:48.466|18896|0042|Trac|Obtained scenario entity order '2' for entity 'Contacts'
2021/09/10 09:18:48.466|18896|0042|Trac|Obtaining scenario entity order for entity 'Leads'
2021/09/10 09:18:48.466|18896|0042|Trac|Obtained scenario entity order '0' for entity 'Leads'
2021/09/10 09:18:48.466|18896|0042|Trac|Obtaining scenario entity order for entity 'Accounts'
2021/09/10 09:18:48.466|18896|0042|Trac|Obtained scenario entity order '1' for entity 'Accounts'
2021/09/10 09:18:48.466|18896|0042|Verb|Processing scenario 'Default'.
2021/09/10 09:18:48.466|18896|0042|Verb|Executing scenario 'Auth' for authentication.
2021/09/10 09:18:48.466|18896|0042|Verb|Processing scenario 'Auth'.
2021/09/10 09:18:48.467|18896|0042|Verb|Creating new HttpClient with no authentication
2021/09/10 09:18:48.468|18896|0042|Verb|Performing POST request to 'https://accounts.zoho.com/oauth/v2/token' with following form values:
2021/09/10 09:18:48.468|18896|0042|Verb| 'refresh_token' = '1000.ZZZZZZZZ
2021/09/10 09:18:48.468|18896|0042|Verb| 'grant_type' = 'refresh_token'
2021/09/10 09:18:48.468|18896|0042|Verb| 'client_id' = '1000.ZZZZZZ'
2021/09/10 09:18:48.468|18896|0042|Verb| 'client_secret' = 'ZZZZZZZZZ'
2021/09/10 09:18:48.772|18896|0042|Verb|The response is: '{"access_token":"TOKENREDACTED","api_domain":"https://www.zohoapis.com","token_type":"Bearer","expires_in":3600}'
2021/09/10 09:18:48.775|18896|0042|Verb|Filtered variables for matching:
2021/09/10 09:18:48.775|18896|0042|Verb| 'ApiDomain' = 'https://www.zohoapis.com'
2021/09/10 09:18:48.775|18896|0042|Verb| 'AccessToken' = 'TOKENREDACTED'
2021/09/10 09:18:48.776|18896|0042|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:18:48.776|18896|0042|Verb| Header 'Authorization' = 'Zoho-oauthtoken TOKENREDACTED'
2021/09/10 09:18:48.777|18896|0042|Verb|Performing GET request 'https://www.zohoapis.com/crm/v2.1/Leads/search?criteria=((Phone:equals:ZZZZZ) or (Mobile:equals:ZZZZZ) or (Fax:equals:ZZZZZ))&fields=id,First_Name,Last_Name,Phone,Mobile,Fax,Email,Company'.
2021/09/10 09:18:49.173|18896|0056|Verb|The response is: '{"data":[{"First_Name":"Leanna","Company":"Torrance, CA","Email":"[email protected]","Last_Name":"XXXXXX","Phone":"4243ZZZZZ","id":"4499757000007995ZZZ","Fax":null,"Mobile":"4243ZZZZZ"}],"info":{"per_page":200,"count":1,"page":1,"more_records":false}}'
2021/09/10 09:18:49.174|18896|0056|Verb|Filtered variables for matching:
2021/09/10 09:18:49.174|18896|0056|Verb| 'LastName' = 'XXXXXXX'
2021/09/10 09:18:49.174|18896|0056|Verb| 'FirstName' = 'Leanna'
2021/09/10 09:18:49.174|18896|0056|Verb| 'Fax' = ''
2021/09/10 09:18:49.174|18896|0056|Verb| 'Email' = '[email protected]'
2021/09/10 09:18:49.174|18896|0056|Verb| 'Mobile' = '4243ZZZZZ'
2021/09/10 09:18:49.174|18896|0056|Verb| 'Id' = '44997570000079XXXXXX'
2021/09/10 09:18:49.174|18896|0056|Verb| 'Phone' = '4243ZZZZZ'
2021/09/10 09:18:49.174|18896|0056|Verb| 'Company' = 'Torrance, CA'
2021/09/10 09:18:49.176|18896|0056|Verb|Processing scenario 'Default'.
2021/09/10 09:18:49.176|18896|0056|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:18:49.176|18896|0056|Verb| Header 'Authorization' = 'Zoho-oauthtoken TOKENREDACTED'
2021/09/10 09:18:49.176|18896|0056|Verb|Skipping request...
2021/09/10 09:18:49.176|18896|0056|Verb|No matchings found.
2021/09/10 09:18:49.176|18896|0056|Verb|Processing scenario 'Default'.
2021/09/10 09:18:49.176|18896|0056|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:18:49.176|18896|0056|Verb| Header 'Authorization' = 'Zoho-oauthtoken TOKENREDACTED'
2021/09/10 09:18:49.176|18896|0056|Verb|Skipping request...



THEN I SEE THIS FOR CALL JOURNALING:



2021/09/10 09:19:52.423|18896|0023|Verb|CRM: Call Journaling event received, searching for number '+14243ZZZZZZZ' in 3CX Contacts.
2021/09/10 09:19:52.431|18896|0023|Verb|Processing scenario 'ReportCall'.
2021/09/10 09:19:52.431|18896|0023|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:19:52.431|18896|0023|Verb| Header 'Authorization' = 'Zoho-oauthtoken XXXXXXXXXXXXXXXXX'
2021/09/10 09:19:52.431|18896|0023|Verb|Skipping request...
2021/09/10 09:19:52.431|18896|0023|Verb|No matchings found.



THEN I SEE THIS FOR CHAT JOURNALING:


2021/09/10 09:23:56.453|18896|0007|Trac|CRM: Chat conversation closed, triggering processor
2021/09/10 09:23:56.472|18896|0007|Trac|Finalizing TRANSACTION.59
2021/09/10 09:23:56.472|18896|0007|Verb|Enqueue Deleted.TRANSACTION.59
2021/09/10 09:23:56.473|18896|0007|Trac|---TRANSACTION.59 finished 21.5954ms
data:2.0836ms
Events:0.275ms
externals:19.2368ms
2021/09/10 09:23:56.473|18896|0004|Verb|Dequeue Deleted.TRANSACTION.59
2021/09/10 09:23:57.147|18896|0044|Verb|CRM: Chat Conversation with ConversationID=563 has an external participant with email='[email protected]', searching it in 3CX Contacts.
2021/09/10 09:23:57.393|18896|0044|Info|CRM: Start reporting chat with ConversationID=563
2021/09/10 09:23:57.397|18896|0044|Verb|Processing scenario 'ReportChat'.
2021/09/10 09:23:57.397|18896|0044|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:23:57.397|18896|0044|Verb| Header 'Authorization' = 'Zoho-oauthtoken TOKENREDACTED'
2021/09/10 09:23:57.451|18896|0044|Verb|Performing GET request 'https://www.zohoapis.com/crm/v2.1/users/search?criteria=(Extension_Number:equals:000)'.
2021/09/10 09:23:58.128|18896|0088|Verb|The response is: '{"users":[{"country":null,"role":{"name":"Manager","id":"44997570000000XXXXXXX
2021/09/10 09:23:58.129|18896|0088|Verb|Filtered variables for matching:
2021/09/10 09:23:58.129|18896|0088|Verb| 'UserId' = '4499757000005XXXXXXX'
2021/09/10 09:23:58.129|18896|0088|Verb|Processing scenario 'CreateChat'.
2021/09/10 09:23:58.129|18896|0088|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:23:58.129|18896|0088|Verb| Header 'Authorization' = 'Zoho-oauthtoken TOKENREDACTED'
2021/09/10 09:23:58.143|18896|0088|Verb|Performing POST request to 'https://www.zohoapis.com/crm/v2.1/Tasks' with message '{"data":[{"Subject":"3CX PhoneSystem Chat Session","Status":"Completed", REDACTED
2021/09/10 09:23:58.355|18896|0036|Verb|The response is: '{"data":[{"code":"SUCCESS","details":{REDACTED,"message":"record added","status":"success"}]}'
2021/09/10 09:23:58.355|18896|0036|Verb|No matchings found.
2021/09/10 09:23:58.355|18896|0036|Verb|Filtered variables for matching:
2021/09/10 09:23:58.355|18896|0036|Verb| 'UserId' = '44997570000002ZZZZZ'
2021/09/10 09:23:58.355|18896|0036|Verb|Processing scenario 'CreateChat'.
2021/09/10 09:23:58.355|18896|0036|Verb|Creating new HttpClient for Scenario authentication.
2021/09/10 09:23:58.355|18896|0036|Verb| Header 'Authorization' = 'Zoho-oauthtoken TOKENREDACTED'
2021/09/10 09:23:58.356|18896|0036|Verb|Performing POST request to 'https://www.zohoapis.com/crm/v2.1/Tasks' with message '{"data":[{"Subject":"3CX PhoneSystem Chat Session","Status":"Completed",REDACTED.
2021/09/10 09:23:58.476|18896|0036|Verb|The response is: '{"data":[{"code":"SUCCESS","details":{REDACTED,"status":"success"}]}'
2021/09/10 09:23:58.476|18896|0036|Verb|No matchings found.
2021/09/10 09:23:58.480|18896|0007|Trac|###TRANSACTION.60 started
2021/09/10 09:23:58.480|18896|0007|Verb|Enqueue Inserted.TRANSACTION.60
2021/09/10 09:23:58.480|18896|0004|Verb|Dequeue Inserted.TRANSACTION.60
2021/09/10 09:23:58.481|18896|0007|Trac|+++TRANSACTION.60 updated - elapsed 0.5661
2021/09/10 09:23:58.481|18896|0007|Verb|Enqueue Updated.TRANSACTION.60
2021/09/10 09:23:58.481|18896|0007|Verb|Enqueue Updated.PARAMETER.669
2021/09/10 09:23:58.481|18896|0007|Trac|Finalizing TRANSACTION.60
2021/09/10 09:23:58.481|18896|0007|Verb|Enqueue Deleted.TRANSACTION.60
2021/09/10 09:23:58.481|18896|0007|Trac|---TRANSACTION.60 finished 0.7742ms

 

[edossantos]

I have the feeling that you have a duplicated contact in 3CX Contacts, then a contact is updated with the details obtained from the CRM, but Call Journaling is triggered for the other contact... Can you please if you have more than 1 contact for the caller's number you're dealing with?

Regarding Chat Journaling being created as Tasks, that's by design and can't be adjusted without making changes to the template. Do you have any problem with this? We are not using Calls, because Chats are not technically calls, and we though that a generic Task would be a better fit, but your feedback is welcome here.

 

[socalcodingschools]

Sorry for the delay. Wasn't able to look at this till now.

No we don't have duplicate contacts, at least not the one above.

The one above:

I see inconsistent behavior. Some calls get logged in some records, others texts get logged, but that same record that should have both i dont see it.

As for the Tasks vs Calls. When it shows up as a Task, it gets added to the list of Tasks that are already there which become confusing as we are adding tasks only when we need to



If it were to show up in Calls, it would be less noise as we dont really go into ALL Calls unless we need to.
Hppe that helps.

If there is away to provide a toggle or an option to pick Tasks or Calls would be nice to have, or perhaps even a seperate out of box template ?

 

[edossantos]

Thanks for your feedback.

First, you're checking for duplicate contacts in the CRM, but I was referring to 3CX. Please go to the 3CX Console > Advanced > Contacts, and see if you have other contact matching the caller's number. This could be a normal (not CRM) contact, or another CRM contact synchronized for another Contact ID.

Regarding the log in Tasks or Calls, we will check what we can do about this.

Regards.
Ernesto.

 

[socalcodingschools]

sorry didnt realize that they were synced here



This contact has no duplicates, so not sure if thats the issue.

however i do see some others that do have them. If i bulk delete them, will they resync next time it queries the CRM?

 

[edossantos]

sorry didnt realize that they were synced here

View attachment 24406

This contact has no duplicates, so not sure if thats the issue.

however i do see some others that do have them. If i bulk delete them, will they resync next time it queries the CRM?

Yes, I would recommend that you execute a bulk delete of 3CX contacts, so the integration starts synchronizing contacts again, avoiding this issue.

 

[socalcodingschools]

Okay, ill do that now and continue to monitor over the next couple of days to see if the behavior persists.