ZOHO CRM Not Working - Error "Skipping request..."

[dmoorenot]

BACKGROUND: Version 16 BETA 1 / Google Cloud Hosted

ISSUE: 3CX never finds the matching account in the contacts module of ZOHO CRM

ADDITIONAL INFORMATION: I am able to use the test function within the ZOHO Setup when using a sample contact with the phone format 713-555-1212 - it returns the intended contact name. The test contact in ZOHO contacts has the same phone number as the external caller. ALL phone numbers are not hidden in ZOHO contacts and leads modules.

LOGGING:
Calling from 713-555-1212 external of 3CX system from cell phone. Cell phone's 713-555-1212 number is in the contacts module.

The problem appears to be "Skipping request..." but I have no idea why it is "skipping" but it then goes on to say "No matchings found." - what's up with that?

2019/03/08 17:47:09.166|20339|0040|Info|CHR: #3: Seg[1/#3] fcae5d4e8f07(713-555-1212)=>8333df594a3f(AS: General Support) (17:47:00.761..17:47:04.480) Ringing Connected
2019/03/08 17:47:09.166|20339|0040|Trac|CHR: Executing SQL: INSERT into cl_segments (id,call_id,seq_order,seq_group,src_part_id,dst_part_id,start_time,end_time,type,action_id)
VALUES (DEFAULT,21402,3,1,68828,68832,'2019-03-08 23:47:00','2019-03-08 23:47:04',1,1)
RETURNING id
2019/03/08 17:47:09.167|20339|0040|Info|CHR: #4: Seg[1/#4] fcae5d4e8f07(713-555-1212)=>3f00e7212fee(Ext.103) (17:47:04.480..17:47:09.067) Talking TerminatedBySrc
2019/03/08 17:47:09.167|20339|0040|Trac|CHR: Executing SQL: INSERT into cl_segments (id,call_id,seq_order,seq_group,src_part_id,dst_part_id,start_time,end_time,type,action_id)
VALUES (DEFAULT,21402,4,1,68828,68831,'2019-03-08 23:47:04','2019-03-08 23:47:09',2,5)
RETURNING id
2019/03/08 17:47:09.167|20339|0040|Trac|CHR: Executing SQL: INSERT into myphone_callhistory_v14 (idmpch14,call_id,calltype,dnowner,party_dn,party_dntype,party_name,party_callerid,start_time,established_time,end_time,end_status,end_status_hint)
VALUES (DEFAULT,21402,2,'103','10001',128,'Smith, Bob','713-555-1212','2019-03-08 23:47:04','2019-03-08 23:47:04','2019-03-08 23:47:09',0,0)
RETURNING idmpch14
2019/03/08 17:47:09.173|20339|0040|Info|Transcribe is disabled
2019/03/08 17:47:09.175|20339|0010|Verb|Enqueue Updated.PARAMETER.751
2019/03/08 17:47:09.176|20339|0014|Verb|Dequeue Updated.PARAMETER.751
2019/03/08 17:47:09.176|20339|0040|Trac|CHR: [CDR] file writer: open/create file '/var/lib/3cxpbx/Instance1/Data/Logs/CDRLogs/cdr.log'
2019/03/08 17:47:09.817|20339|0040|Info|CRM: about to report 1 calls at maxConcurrency 1
2019/03/08 17:47:09.817|20339|0040|Verb|Processing scenario 'ReportCall'.
2019/03/08 17:47:09.817|20339|0040|Verb|Creating new HttpClient for Scenario authentication.
2019/03/08 17:47:09.817|20339|0040|Verb| Header 'Authorization' = 'Zoho-oauthtoken XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX'
2019/03/08 17:47:09.817|20339|0040|Verb|Skipping request...
2019/03/08 17:47:09.817|20339|0040|Verb|No matchings found.
2019/03/08 17:47:13.138|20339|0010|Verb|Enqueue Updated.PARAMETER.649
2019/03/08 17:47:13.138|20339|0014|Verb|Dequeue Updated.PARAMETER.649
2019/03/08 17:47:13.140|20339|0010|Verb|Enqueue Updated.PARAMETER.542
2019/03/08 17:47:13.140|20339|0014|Verb|Dequeue Updated.PARAMETER.542

 

[dmoorenot]

Here is an example of a logging record:



Notice that the "call from/to" does not populate. I'm not sure if it should but it sure seems that it should populate. What is odd is that a call does lookup in the web client:


When the "open contact" is clicked, it does open the contact in zoho CRM (contacts module) but it never records the call:

 

[edossantos]

In order to register the call, 3CX needs to match the contact and the agent that handled the call. Please ensure that you have defined the agent extension as described in our configuration guide:
https://www.3cx.com/docs/pbx-crm-integration-zoho/

Please also note that this feature is only available in v16.

 

[dmoorenot]

In order to register the call, 3CX needs to match the contact and the agent that handled the call. Please ensure that you have defined the agent extension as described in our configuration guide:
https://www.3cx.com/docs/pbx-crm-integration-zoho/

Please also note that this feature is only available in v16.

Here is the test function working properly:



At this point it appears I have everything properly setup. I am running V16 Beta 1:





Above the query is for "extension:equals:103" but in this document:

https://www.3cx.com/docs/pbx-crm-integration-zoho/

It shows:


Which is?

• extension
• Extension Number
• Extension_Number

The text on the webpage above is also confusing. It says:

1. Specify the label of the field. The unique field id that will be needed in 3CX Setup, is the initial label value of the field after replacing any spaces with “_”. In the example below the field id would be “Extension Number” → “Extension_Number”

What is the arrow for? Should I be entering Extension_Number or Extension Number? What is "the initial label value of the field after replacing any spaces" mean? It seems to indicate that I must replace the "field id" with underscores but that isn't referenced anywhere in the template.

So I tried using "Extension_Number" and that didn't work either:


I thought there might be a "field value" instead of a "friendly" name under the three dots - nope, exactly the same:



So I figure, add all three:



Can't miss now right?

Nope - still doesn't work:

2019/03/11 14:30:23.630|882|0032|Verb| Header 'Authorization' = 'Zoho-oauthtoken 1000.bbXXXXXXXXXXXXXXXXXXXXXXXXX8143c4'

2019/03/11 14:30:23.630|882|0032|Verb|Performing GET request 'https://www.zohoapis.com/crm/v2/users/search?criteria=(extension:equals:103)'.

2019/03/11 14:30:23.763|882|0032|Verb|No matchings found.

At this point I am almost 100% sure this is a 3CX bug or problem, I believe I have tried every possibility but nothing would make me happier than to be proven wrong. This worked under 15.5 but not under 16.

Just for good measure, I also did the following:

• Restarted entire server (running on google cloud)
• Refreshed the ZOHO token

Now it is working. So, it seems that for some reason, a restart is required. I still don't know exactly which field is it actually targeting but I'll leave it with all three until I hear otherwise.

 

[edossantos]

Wait, you're not configuring the 3CX side. You need to do 2 things here:

1. Define the custom field. For example, if you define it as "Extension Number", then the "internal" field name is "Extension_Number", but this needs to be entered in the 3CX configuration, and that step seems to be missing.
2. You need to specify this field name, for example "Extension_Number" in the 3CX Console > Settings > CRM Integration > Zoho. Please check if you did this.

 

[dmoorenot]

Wait, you're not configuring the 3CX side. You need to do 2 things here:

1. Define the custom field. For example, if you define it as "Extension Number", then the "internal" field name is "Extension_Number", but this needs to be entered in the 3CX configuration, and that step seems to be missing.
2. You need to specify this field name, for example "Extension_Number" in the 3CX Console > Settings > CRM Integration > Zoho. Please check if you did this.

I think you mean this:



If that is true, the instructions on the website need to be update as they are not clear as to what fields go where. I still don't know what the correct set of field names need to be used but you could save yourself a lot of support hassles by just being clear about them on the website documentation.

 

[edossantos]

Yes, that's the field that you need to update. You need to enter there the value of the field that you created. So if you created "Extension Number", you need to enter "Extension_Number" as explained in the documentation.

We will review the documentation and make the required adjustments to make this clear.