Zoho CRM Call Logging

[DaleT]

Just for clarification Zoho CRM call logging only occurs when there is an associated extension in the user profile correct? And if that person gets a call directly to their extension.

Here's our situation:

• 3 Zoho CRM user accounts
• 2 phones for our brick and mortar locations
• 3 extensions for each user

Zoho CRM seems to be logging inbound and outbound per user, as expected.
Zoho CRM is not logging inbound calls to our main brick and mortar extensions even if we have the ext set up for a ring group to the user extensions. So, for example, is someone calls 'Location A' and the phone starts ringing my extension since I am part of the 'Location A' ring group the call does not appear to get logged in Zoho CRM.

Does anyone know if that call should get logged? Just curious how it should be working.

Thanks, guys!

Dale

 

[edossantos]

Hello Dale,

The only case in which calls are not logged are missed calls to ring groups / queues where the call rings in more than 1 extension. In that case we have the missed call for 2 or more different exensions, and we can't log the call to one of them. Is this your case?

Regards.

 

[DaleT]

Actually it looks like all calls stopped logging after Dec 23, 2019. Is this a known issue? I know they were turning off the V1 API. Does this have anything to do with that?

 

[edossantos]

Actually it looks like all calls stopped logging after Dec 23, 2019. Is this a known issue? I know they were turning off the V1 API. Does this have anything to do with that?

No, our integration uses the v2 of the API, so that will not affect you. You should enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, reproduce the issue and check the 3cxSystemService.log file.

 

[DaleT]

No, our integration uses the v2 of the API, so that will not affect you. You should enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, reproduce the issue and check the 3cxSystemService.log file.

Thank you! I will try this when I get a free moment later today.

 

[DaleT]

No, our integration uses the v2 of the API, so that will not affect you. You should enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings, reproduce the issue and check the 3cxSystemService.log file.

Apologies for the delay. This is what I get when I try to call from Zoho CRM.
01/31/2020 8:20:18 PM - Call to T:Line:10000>>425*@[Dev:sip:[email protected]] from L:764.1[Extn:20] failed, cause: Cause: 500 Service Unavailable - [email protected]/INVITE from 34.210..*:5060

 

[DaleT]

Ok - disregard. I finally went to retest the integration. Apparently I had removed some mandatory fields and the API was failing. When I readded these fields it started working again.