VTiger not getting pop up or call logging.

[DaleT]

Hi guys -

We are migrating from Zoho CRM to vTiger. We had things working perfectly in Zoho so I thought the transition would be smooth.

1. We have set everything up according to https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/
2. We can perform a test as documented under the "3CX CRM Server Side Configuration General Settings" section.
3. However, when we attempt to make test calls we are not getting any pop-ups from vTiger or any call journaling in vTiger.
4. I did activate verbose logs and it gave a ton of data but I have no idea what it means.

Any other ideas?

Appreciate your help!

 

[edossantos]

Hello @DaleT,

Please note that you need to delete all the CRM contacts from the 3CX Console > Advanced > Contacts. Because existing contacts have the old Zoho URL. Once you do this, when you receive a call, the contact details will be gathered from Vtiger, and the popup should point to the Vtiger contact.

 

[DaleT]

@edossantos , thanks for your response! Thank you for the tip. We cleared out the old contacts but still are not able to see anything happen on the vTiger side.

 

[edossantos]

You cleared up the contacts, and do you see new contacts added from Vtiger when you receive new calls?

In order to troubleshoot this, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call and check the 3cxSystemService.log. There you will see all the interactions between 3CX and Vtiger.

Also, ensure that you're using the 3CX Web Client on the agent's PC, because the popup is triggered by it. Check if your browser is blocking popups.

 

[DaleT]

Sorry if I wasn't clear. I do see new contacts being added to 3CX. Just no activity on the vTiger side.

 

[edossantos]

OK, in that case proceed as I suggested and check the 3cxSystemService.log file.

 

[DaleT]

Man! That's an impressive log file!

I have scanned it and at the end, this seemed like it may contain something useful. The "No Matchings found" but wasn't sure as it looks like it is trying to query on my ext.

2020/08/19 18:36:00.502|964|0050|Verb|Processing scenario 'ReportCall'.
2020/08/19 18:36:00.503|964|0050|Verb|Creating new HttpClient for Scenario authentication.
2020/08/19 18:36:00.503|964|0050|Verb|Performing GET request 'https://crm.*****.ninja//webservice.php?operation=query&sessionName=********&query=SELECT%20id%20FROM%20Users%20WHERE%20phone_home='20'%20OR%20phone_work='20'%20OR%20phone_mobile='20'%20OR%20phone_other='20'%20OR%20phone_fax='20';'.
2020/08/19 18:36:00.838|964|0050|Verb|The response is: '{"success":true,"result":[]}'
2020/08/19 18:36:00.838|964|0050|Verb|No matchings found.

Appreciate your help @edossantos !!!

 

[edossantos]

Exactly, when 3CX is about to report the call to Vtiger, it first searches for a user having the extension number that received the call. Then it logs the call for the contact and the user that received it. In this case Vtiger is not returning any record for this query, and then the call is not reported. You need to set your extension number for your user in Vtiger, as explained here:
https://www.3cx.com/docs/vtiger-crm-pbx-integration-server-side/#h.qp9eqhnqzdv4

 

[DaleT]

AH!

You of course were right. In vTiger there was the CRM Phone Extension field which I just assumed was where I enter my extension. Once I add my extension to the "Office Phone" it started working.

We are still not getting the pop up when the customer calls. But I can work on that.

Appreciate the help!

 

[edossantos]

I think that the CRM Phone Extension is probably a custom field in your installation, and not standard, that's why we're not considering it for the lookup.

Regarding the contact popup, ensure that you're using the Web Client.