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.

 

[Evolute IT]

In Dashboard > Activity Log > Settings, set the logging to Verbose and restart services (Dashboard > Services.)

Make a few test calls.

Then, in Activity Log > Logs > Instance > 3CXSystemService.log, download that, open it and search for "CRM". You will see the full processing with request and response body.

Please note that missed calls sent to a queue or ring group (or simply ringing more than 1 user) will not be logged. Also, internal calls don't trigger the integration.

 

[daschenbrener]

Ok perfect, thank you for this,

Now when you say missed calls sent to a queue or ring group, would this apply for an IVR as well.

As there is one set for two extensions (hit 1 and 2 kinda thing).

 

[edossantos]

Ok perfect, thank you for this,

Now when you say missed calls sent to a queue or ring group, would this apply for an IVR as well.

As there is one set for two extensions (hit 1 and 2 kinda thing).

If the call is handled by the IVR and then dropped, it will not be reported. Only calls that reach an extension are reported.

 

[daschenbrener]

and just like that i see this in my that logfile:

2021/10/06 09:25:00.184|19476|0009|Erro|Unable to load CRM template /var/lib/3cxpbx/Instance1/Data/Http/Templates/crm/VtigerMOD.xml. Error: System.InvalidOperationException: There is an error in XML document (212, 12).
---> System.Xml.XmlException: Unexpected end tag. Line 212, position 12.
at System.Xml.XmlTextReaderImpl.Throw(Exception e)
at System.Xml.XmlTextReaderImpl.Throw(String res, String arg)
at System.Xml.XmlTextReaderImpl.ParseDocumentContent()
at System.Xml.XmlTextReader.Read()
at System.Xml.XmlReader.ReadEndElement()
at System.Xml.Serialization.XmlSerializationReader.ReadEndElement()
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderCrmIntegrationTemplate.Read32_CrmIntegrationTemplate(Boolean isNullable, Boolean checkType)
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderCrmIntegrationTemplate.Read33_Crm()
--- End of inner exception stack trace ---

I've attached my current template - ( i use view template and just cut an pasted from there)

 

[Evolute IT]

Now when you say missed calls sent to a queue or ring group, would this apply for an IVR as well.

The IVR itself doesn't report calls. It only transfers them. If the destination selected is a queue or a ring group with more than 1 member/agent, the missed call will not be reported as it would create a call entry for each user.

As there is one set for two extensions (hit 1 and 2 kinda thing).

In your case, the call would be reported since the call is going to a direct extension, and not a queue or group.

and just like that i see this in my that logfile:

2021/10/06 09:25:00.184|19476|0009|Erro|Unable to load CRM template /var/lib/3cxpbx/Instance1/Data/Http/Templates/crm/VtigerMOD.xml. Error: System.InvalidOperationException: There is an error in XML document (212, 12).
---> System.Xml.XmlException: Unexpected end tag. Line 212, position 12.
at System.Xml.XmlTextReaderImpl.Throw(Exception e)
at System.Xml.XmlTextReaderImpl.Throw(String res, String arg)
at System.Xml.XmlTextReaderImpl.ParseDocumentContent()
at System.Xml.XmlTextReader.Read()
at System.Xml.XmlReader.ReadEndElement()
at System.Xml.Serialization.XmlSerializationReader.ReadEndElement()
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderCrmIntegrationTemplate.Read32_CrmIntegrationTemplate(Boolean isNullable, Boolean checkType)
at Microsoft.Xml.Serialization.GeneratedAssembly.XmlSerializationReaderCrmIntegrationTemplate.Read33_Crm()
--- End of inner exception stack trace ---

I've attached my current template - ( i use view template and just cut an pasted from there)

Did you use the built-in template for VTiger?

https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/

 

[daschenbrener]

If the call is handled by the IVR and then dropped, it will not be reported. Only calls that reach an extension are reported

The IVR itself doesn't report calls. It only transfers them. If the destination selected is a queue or a ring group with more than 1 member/agent, the missed call will not be reported as it would create a call entry for each user.


In your case, the call would be reported since the call is going to a direct extension, and not a queue or group.


Did you use the built-in template for VTiger?

https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/

As far as i know it is the built in template. Should I reload it you think to be sure its not messed with?

 

[Evolute IT]

As far as i know it is the built in template. Should I reload it you think to be sure its not messed with?

Actually, delete it by clicking Remove and then redownload it this way:



The name of the file in the log suggest it was modified (VtigerMOD.xml) in "2021/10/06 09:25:00.184|19476|0009|Erro|Unable to load CRM template /var/lib/3cxpbx/Instance1/Data/Http/Templates/crm/VtigerMOD.xml. Error: System.InvalidOperationException: There is an error in XML document (212, 12)."

 

[daschenbrener]

weird, that's the time stamp of the incoming call that didn't get pushed to Vtiger.

So i did that and will now do a few tests

 

[daschenbrener]

Do you think that E.164+ numbers could be causing this?

 

[edossantos]

Do you think that E.164+ numbers could be causing this?

The error you were getting previously is a wrong XML file (wrong format). Not related to the calls you're getting. If you were doing manual changes, probably you broke it. It's very easy to break an XML, you need to be very careful editing it...

 

[daschenbrener]

so i did that reload of that template and it came up with that error again,

And when i changed the number format from the provider to from the e.164+ to a 10 digit number , it didn't come up with that error. And what i find odd as well, as when that e.164 is on , (on the provider side) the call log "3CX Contact [Number], NEW LEAD FROM INCOMING CALL (Number)" line item ( i removed the number) fills in the number in both spots, but when i change it to just a 10 number options, doesnt fill in the number placeholder after the "Contact" and just leaves the Contact [Number], and the last part "NEW LEAD FROM INCOMING CALL (Number)" will fill in the number .

 

[daschenbrener]

It seems when ever there is a + appended to the number it creates that error. Im with Telnyx as my provider FYI

 

[edossantos]

The standard template properly handles the + prefix. It seems you're using a custom template, so instead of using the [Number] variable directly, you should use the expression [[Number].Replace("+","%2B")]

 

[daschenbrener]

I had deleted and redownloaded the template.
Is there a way to repost the latest one here?
but i will try that string

 

[edossantos]

I had deleted and redownloaded the template.
Is there a way to repost the latest one here?
but i will try that string

If you need the standard template, once you delete it, you can download it again from the 3CX Console > Settings > CRM > Updates.

 

[daschenbrener]

If you need the standard template, once you delete it, you can download it again from the 3CX Console > Settings > CRM > Updates.

I've done this from the advice of @Frederick Marcoux right at the start.

 

[daschenbrener]

that string didn't work either: here is what displays ( the 1111111111 was replaced, it shows the real number there)

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

 

[edossantos]

I've done this from the advice of @Frederick Marcoux right at the start.

But you're not using the standard template. According to the log:
2021/10/06 09:25:00.184|19476|0009|Erro|Unable to load CRM template /var/lib/3cxpbx/Instance1/Data/Http/Templates/crm/VtigerMOD.xml. Error: System.InvalidOperationException: There is an error in XML document (212, 12).

That's not the file you download from the 3CX server.... If you're editing the template, you need to ensure that you still have a valid XML after your changes.

 

[daschenbrener]

I will delete it and redownload again