Zoho Call Journaling Not Working

[phonemonkey888]

Hi there,

Can't get the call journalling to work. It looks like the API call is too specific to actually match the records in Zoho.
Rather than looking for the last 6 digits of the phone number it seems to be looking for an exact match and failing.

+447540666666 CRM Integration is working OK but contact number does not exist. Check log for more info or try a different number.

Started scenario with empty id Started Auth Request text: https://accounts.zoho.eu/oauth/v2/token Request form value refresh_token set to xxxxxxxxxxxxxxxx
Request form value grant_type set to refresh_token
Request form value client_id set to xxxxxxxxxxxxxxxx
Request form value client_secret set to xxxxxxxxxxxxxxxx
Response text:
{"access_token":"xxxxxxxxxxxxxxxx","expires_in_sec":3600,"api_domain":"https://www.zohoapis.eu","token_type":"Bearer","expires_in":3600000} Response finished Variable AccessToken set to xxxxxxxxxxxxxxxx Variable ApiDomain set to https://www.zohoapis.eu

Finished Auth Request text:
https://www.zohoapis.eu/crm/v2/Contacts/search?criteria=((Phone:equals:666666) or (Mobile:equals:666666) or (Home_Phone:equals:666666) or (Other_Phone:equals:666666) or (Fax:equals:666666))&fields=Account_Name,id,First_Name,Last_Name,Phone,Mobile,Home_Phone,Asst_Phone,Other_Phone,Email,Fax

Response text: Response finished
Finished scenario with empty id Started scenario with empty id

Request text:
https://www.zohoapis.eu/crm/v2/Leads/search?criteria=((Phone:equals:666666) or (Mobile:equals:666666) or (Fax:equals:666666))&fields=id,First_Name,Last_Name,Phone,Mobile,Fax,Email,Company

Response text: Response finished
Finished scenario with empty id
Started scenario with empty id
Request text:
https://www.zohoapis.eu/crm/v2/Accounts/search?criteria=((Phone:equals:666666) or (Fax:equals:666666))&fields=id,Phone,Fax,Account_Name
Response text: Response finished Finished scenario with empty id Started CreateContactRecord Response finished Finished CreateContactRecord Result obtained

Product	Professional Annual
Version Number	16.0.676

 

[edossantos]

Contact lookup is using only 6 digits. But Zoho needs an exact match, so you need to change your settings from the 3CX Console > Advanced > Contacts > Options > Match Caller ID's to a contact entry > Match exactly.

 

[phonemonkey888]

Thanks the matching seems to work now but call journalling doesn't do anything...
Any suggestions on how to get that working?

 

[edossantos]

In first place, 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 Zoho.

For Call Journaling, please ensure that you have created the custom field to store your agent's extensions, and you have defined their extensions, as explained here:
https://www.3cx.com/docs/pbx-crm-integration-zoho/#h.qp9eqhnqzdv4