Zoho CRM integration activity log

[Suri]

Hi,

We are running 3CX Pro v16 and had some questions about Zoho CRM integration.

As of now, this is what is working:

• When a call comes in, it opens up the contacts CRM page.
• When a new number calls, it checks the calling number and if there is no contact, creates a new contact on the CRM.

What is not working:

• Activity log : Extensions have been defined as per the setup guide but this is the error that keeps coming up "|Erro|Exception during call reporting: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason= - Content={"code":"INVALID_QUERY","details":{"reason":"the field is not available for search","api_name":"Agent Extension"},"message":"invalid query formed","status":"error"}

We have followed some other solutions that have been mentioned by other users but it is still the same. There is no activity log for the extension. If the contact already exists, their info that they called in not logged in the CRM, it is up to the user to log that information in manually.

We did enable verbose logging and could see the error mentioned above come up. There are some screenshots attached of the settings.

 

[edossantos]

Try setting the Extension Field ID in the 3CX configuration as:

Agent_Extension

As explained here in step 6, the space is converted to an underscore by Zoho, so that should be the field ID in Zoho.

 

[Suri]

Thank you, that fixed it. For some reason, I thought that I tried testing with the underscore and it did not work.

 

[Suri]

The integration works but now it creates two activities for an incoming call at the moment. I tried calling in to an extension and there are two records in Zoho for the same call.

And when I made a call from 3CX to an external number, there were two records of that as well.

Would that be due to a setting that I might have missed?

 

[edossantos]

The integration works but now it creates two activities for an incoming call at the moment. I tried calling in to an extension and there are two records in Zoho for the same call.

And when I made a call from 3CX to an external number, there were two records of that as well.

Would that be due to a setting that I might have missed?

That's weird. I would like to see the 3cxSystemService.log file to confirm if it's 3CX who is creating these activities, and why... Please enable verbose logs for the PBX, then make a test call, and send the file. You can send it to me as a private message just in case it has sensitive information.

 

[Suri]

Thank you for your reply. I think I figured it out though, it was a stupid error.

I had assigned the same extension to two users in the CRM which is why it was creating two activity logs for one incoming or outgoing call.

Sorry about the trouble.