Solved vtiger integration not popping call record

[NicholasBarnes]

3CX 18.0 Update 6 (Build 861)
vtiger One (cloud hosted)

I have set up CRM integration with vtiger and everything works with the exception of "Call pop-ups". On an inbound call, the correct contact details are pulled from vtiger, but when the call is answered... nothing...

The document at https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/ states that call pop-ups should work for "...the 3CX Web Client or Desktop App..."

I have tried this with the 3CX app running and also with the web interface in Firefox, Chrome and Brave (note, I was logged into 3CX and vtiger in the same browser when testing). None of them do anything. Browser testing was done with no blocks (ad/cookie/pop-up) in place. App testing was done as-is (and the app works fine for normal use).

I've had a look at 3cxSystemService.log I can see the CID being successfully queried, then the event start message is sent (again, successfully) and then the event stop at the end of the call. Directly after the event stop message is sent, the error message:

2023/01/27 15:16:36.639|19285|0034|Verb|CRM: No matchings found.

is logged. Given that this is after the call is terminated, this error can be nothing to do with the call pop-up that should have happened when the event start message was written.

There are no other CRM related lines in the log.

Please can somebody point me in the right direction - I'm starting to tear my hair out!

Nicholas.

**EDIT** to be clear, I have a matching contact in vtiger and the contact name is correctly displayed to the user. What doesn't happen is that that contact's record pops up.

 

[TheodorosG_3CX]

If there is no match returned there will be no pop-up, so this is not an issue from your browser. You need to ensure that the matching strategy is configured as per guideline below:
• https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/#h.sh2udbgzpt45
Also ensure that the number that you are using to make the test calls is not configured also as a mobile number of an extension.

 

[NicholasBarnes]

Hi,

I am afraid I wasn't clear. By "I can see the CID being successfully queried", I meant that vtiger was queried with the CID of the caller and a match was found.

To be clear, there is a match and the correct caller ID is displayed to the internal user with the name pulled from vtiger. What doesn't happen though, is the popping-up of the call record for that correctly matched caller ID.

Nicholas.

 

[TheodorosG_3CX]

Are there any duplicates in the 3CX Phonebook?

 

[NicholasBarnes]

There are no duplicates. The number doesn't exist at all in the 3CX contacts list and exists only once in the vtiger list.

 

[TheodorosG_3CX]

When there is the incoming call, are you able to see the contact card icon in your dialer?
Are you answering the call?

 

[NicholasBarnes]

Yes I am answering the call.

I cannot see an icon in the app or web windows which looks like a contact card - they both look exactly the same as they do when vtiger integration is not configured.

 

[NicholasBarnes]

OK. We are now one step closer to getting this working.

The contact number I was testing with was my mobile number which was allocated to my extension.

When I deleted (actually, changed, it won't let me have no mobile number) the number from my extension, the contact card icon appeared in the dialer. Clicking on that did open the correct page in vtiger.

So manually opening the page works, but I still can't get the page to pop-up when I answer the call.

 

[TheodorosG_3CX]

So indeed this was an issue of the number as it was also a mobile number of an extension.
Just to clarify, are you using the Web Client or the Desktop App?
Also is there any pop-up blocker or Antivirus?
Furthermore ensure that in your 3Cx Client under settings<<integration you have enabled the option "Automatically open contact URL when CRM integration is enabled"

 

[NicholasBarnes]

I have absolutely no idea what the final problem was. I eventually re-booted my PC, restarted the desktop app and it all worked. Thank you for your assistance with this.