Vtiger / CRM Logfiles

[daschenbrener]

Hey guys trying to track down an issue we are having with the crm integration.
or an API log to look into as well.
The issue we are having is not all calls are making it into Vtiger from 3CXS via the crm integration.

Is there a logfile available to determine if we are getting errors etc trying to pass the info to Vtiger?

We are using the latest 3cx and Vtiger online paid version.

Much appreciated.

 

[edossantos]

Let's clarify something. Are you using the standard 3CX template? Or you need to make modifications?

If you want to use the standard template, please do the following:
1) From the 3CX Console > Settings > CRM > Vtiger > Delete button. So you delete the current template, which seems to be causing problems.
2) From the 3CX Console > Settings > CRM > Available CRM Integrations, download the template for Vtiger.
3) From the 3CX Console > Settings > CRM > Vtiger > Show template, check that you have version 13:

 

[daschenbrener]

I've redownloaded and test with that string in and without and no difference in the call log.

3CX Contact [Number], NEW LEAD FROM INCOMING CALL (1111111111)

 

[daschenbrener]

Let's clarify something. Are you using the standard 3CX template? Or you need to make modifications?

If you want to use the standard template, please do the following:
1) From the 3CX Console > Settings > CRM > Vtiger > Delete button. So you delete the current template, which seems to be causing problems.
2) From the 3CX Console > Settings > CRM > Available CRM Integrations, download the template for Vtiger.
3) From the 3CX Console > Settings > CRM > Vtiger > Show template, check that you have version 13:
View attachment 24919

yes thats what ive done

 

[edossantos]

OK, you have the latest version of the standard template. What happens when you run a test contact lookup from the 3CX Console > Settings > CRM > Test button? Can you find the contact details?

Do you see the contact name taken from the CRM when you receive a call? Is the contact being added to the 3CX Console > Advanced > Contacts?

The issue is that not all calls are logged in the CRM, correct? What calls are not being logged? Can you identify a pattern? For example missed calls? Inbound calls? Outbound calls? The 3cxSystemService.log will give you valuable information about this.

 

[daschenbrener]

OK, you have the latest version of the standard template. What happens when you run a test contact lookup from the 3CX Console > Settings > CRM > Test button? Can you find the contact details?

Yes it finds the contact and the details

Do you see the contact name taken from the CRM when you receive a call? Is the contact being added to the 3CX Console > Advanced > Contacts

yes it does, and this creates a new Lead. As that is the setting we have set for it

The issue is that not all calls are logged in the CRM, correct? What calls are not being logged? Can you identify a pattern? For example missed calls? Inbound calls? Outbound calls? The 3cxSystemService.log will give you valuable information about this

Correct , and trying to determine the pattern, but it appears missed incoming calls. and that is where i was trying to determine the +e.164 and if it is causing that error message. and it appears that anytime that if we enable the e.164 number format is when that error shows itself in the 3cxSystemService.log. so that is why I've disable that from the provider and just allow the 10 digit number for now. Even in the call log when i have the e.164 enables the number in the call log as well shows up with a "+" number which throws that error. And when i don't it does not.(at least that is the current info i have from the tests ran so far. )

 

[edossantos]

I am pretty sure that the + prefix will not cause any issues. Indeed, here we test everything with E164 format.

The issue is probably something else. I would need to see the full log to understand what's going on. Feel free to reproduce the issue with verbose logs enabled, and send me the 3cxSystemService.log file in a private message.

 

[daschenbrener]

I would imagine. Thanks

I will have to resume later tomorrow or the next day as i will try to gather a few in that time frame as well.

 

[edossantos]

I would imagine. Thanks

I will have to resume later tomorrow or the next day as i will try to gather a few in that time frame as well.

No problem, take your time and send me the details once you have them. I'll be happy to help.