Zoho Desk: Report Call Journaling is getting skipped; however, lookup phone number data returned from CRM.

[rajasekaran.r]

Report call journaling is getting skipped even though data from the CRM lookup is returned properly. Please check the attached xml and 3cxSysteService.log file and help out.

 

[Evolute IT]

ContactRawData is null during call report.

That means you are not returning the EntityId and EntityType as required for call/chat reporting.

 

[edossantos_sipcaller]

Numbers don't match exactly:


So if you have your matching strategy to "Exact Match" in 3CX, that contact will be discarded, causing the issue you describe. You can try setting the matching strategy to match the last 9 digits.

 

[rajasekaran.r]

Thanks for your help with this. I will try changing the 3CX contact matching strategy settings and update.

 

[rajasekaran.r]

Numbers don't match exactly:
View attachment 46462

So if you have your matching strategy to "Exact Match" in 3CX, that contact will be discarded, causing the issue you describe. You can try setting the matching strategy to match the last 9 digits.

Thanks for your help with this. I will try changing the 3CX contact matching strategy settings and update.

 

[rajasekaran.r]

ContactRawData is null during call report.

That means you are not returning the EntityId and EntityType as required for call/chat reporting.

Please check my screenshots and XML template. The EntityID and EntityType are set in the XML file

 

[edossantos_sipcaller]

Please check my screenshots and XML template. The EntityID and EntityType are set in the XML file

Yes, they're set, but the contact returned is discarded most probably due to the matching strategy. You should check that.

 

[ADRIFFFF]

Dear all,
Thanks for this very instructive post on ZohoDesk and matching number, helped me to make it partially work !
I've noted one other trouble, when my contact in Zoho Desk does not have a mobile number, only a business phone, the contact is not regonized. When have a mobile Number, both numbers are correctly recorded.
Is this because the the web request URL only request on the mobile number ? any way to check the business number ?
Thanks !

 

[edossantos_sipcaller]

3CX doesn't provide an out of the box integration with Zoho Desk. Only Zoho CRM is supported. You're probably working on a custom template, so you're defining in your template where you're doing your search. You should check that.