Zoho CRM Call Journaling with Call Queues

[charly]

Hi,
I have 3CX Entreprise and trying to integrate it with Zoho CRM using the CRM Integration in the 3CX settings. I have two questions:

1. I was able to configure the Call Journaling and it seems working when someone dials directly to the Extension number of one of our Agents.

However, 90% of the inbound calls come from a call queue. I noticed that when someone is directed to our Agents from the call Queue, the calls are not journaled inside Zoho...
How to make this work?

2. I have more than a year of call logs inside 3CX. How can I import these calls as call entries in Zoho?

Thanks,

 

[edossantos]

1. I was able to configure the Call Journaling and it seems working when someone dials directly to the Extension number of one of our Agents.

However, 90% of the inbound calls come from a call queue. I noticed that when someone is directed to our Agents from the call Queue, the calls are not journaled inside Zoho...
How to make this work?

Call should be logged anyway. The only scenario where calls are not logged, are missed calls when more than 1 extension is ringing. For example, you set the queue ring strategy to "ring all", then the call arrives to the queue, 3 agent extensions ring, and none of them pick up. That call will not be logged, because we logging 3 calls would be wrong, and logging only 1 call would also be wrong if we can't determine for which agent it was.

In any other case, the call should be logged. If this is not happening, I would recommend you to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call, and check the 3cxSystemService.log file, which contains all the interactions between 3CX and the CRM server.

 

[charly]

Ok, I tried again and it seems to be working. Thanks.

However, now what doesn't seem to be working is :

- "Enable Contact Creation". When receiving a call from a number not present in the CRM, call is not logged and contact is not created

- When receiving a call and one agent transfers the call to another agent, the transferred call leg is not logged.

 

[edossantos]

- "Enable Contact Creation". When receiving a call from a number not present in the CRM, call is not logged and contact is not created

You should check the 3cxSystemService.log file, to understand why the contact is not being created. Any error will be there.

- When receiving a call and one agent transfers the call to another agent, the transferred call leg is not logged.

This is correct, only the last connection is logged. Only 1 call journaling entry per call.

 

[charly]

Thank you Ernesto.
I figured out why the Contacts were not creating themselves. In Zoho, you need to Enable the "Accounts" module. In our CRM we are not using neither the Leads, nor the Accounts module, I enabled it specifically for 3CX.

It's not documented in 3CX CRM documentation, and in my opinion should be optional.