Zoho integration: contact displayed in 3CX app, but browser query does not display contact page

[AlexMC]

I've just built a V18 PBX for a client who wants to integrate with Zoho CRM.

I've implemented the integration settings and it tests successfully from the PBX settings\CRM menu (although the token disappears every few hours and needs to be re-authorised, can anyone please advise?).

I've added myself as a contact in Zoho along with my phone number. When I call into the PBX, the 3CX app presents my name on the inbound call... great, we're halfway there and 3CX is clearly talking to Zoho.

In Chrome (with Zoho already open and logged in) a new tab is spawned with the following text in the address bar:

"zoho.com/crm//crm/entityInfo.do?module=contacts&id=xxxx" where xxxx is my contact number.

However the page displays "Zoho - we can't seem to find the page you are looking for"

Any ideas, please?

 

[Evolute IT]

What does your Zoho config on 3CX looks like?

 

[AlexMC]

 

[Evolute IT]

Zoho CRM should be "https://crm.zoho.eu" I believe. Try that, clear CRM contacts and try again.

 

[edossantos]

I've implemented the integration settings and it tests successfully from the PBX settings\CRM menu (although the token disappears every few hours and needs to be re-authorised, can anyone please advise?).

That's weird, are you restoring an old backup by any chance?

Zoho CRM should be "https://crm.zoho.eu" I believe. Try that, clear CRM contacts and try again.

After making this change, ensure that you delete all the CRM contacts from 3CX.

 

[Evolute IT]

After making this change, ensure that you delete all the CRM contacts from 3CX.

I did mention it

 

[AlexMC]

Zoho CRM should be "https://crm.zoho.eu" I believe. Try that, clear CRM contacts and try again.

Thaanks for the tip... but the 3CX Zoho integration guide (https://www.3cx.com/docs/pbx-crm-integration-zoho/) advises "you can use for example https://accounts.zoho.eu and https://www.zoho.com/crm/ if your account is based in Europe."

Can you please confirm that the CRM URL should be "https://crm.zoho.eu" before I return to the client?

 

[AlexMC]

BTW the client 's Zoho URL begins with "https://crm.zoho.eu/crm/org20078026405"; the URL of the new browser tab reads "zoho.com/crm//crm/entityInfo.do?module=contacts&id=xxxx" where xxxx is my contact ID in the CRM system.

It seems that the client's 'entityinfo' isn't being passed to the browser when an inbound call is made from a CRM'd phone number.

 

[Evolute IT]

If the client's Zoho URL is that, I would use that. The EntityInfo.do url should work in that case.

 

[AlexMC]

On a related note, when I perform the CRM provider configuration test from 3CX>settings>CRM Integration, if I search for a number that doesn't exist in the CRM I typically get the following response:

"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":"Fax"},"message":"invalid query formed","status":"error"}"

Can you please advise how I can get a null response instead? It seems that the fax field is suppressed in our client's Zoho instance.

 

[edossantos]

On a related note, when I perform the CRM provider configuration test from 3CX>settings>CRM Integration, if I search for a number that doesn't exist in the CRM I typically get the following response:

"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":"Fax"},"message":"invalid query formed","status":"error"}"

Can you please advise how I can get a null response instead? It seems that the fax field is suppressed in our client's Zoho instance.

To fix this you will need to make that field visible. Please check this:
https://help.zoho.com/portal/kb/articles/how-to-show-or-hide-fields-in-zoho-crm

 

[edossantos]

Thaanks for the tip... but the 3CX Zoho integration guide (https://www.3cx.com/docs/pbx-crm-integration-zoho/) advises "you can use for example https://accounts.zoho.eu and https://www.zoho.com/crm/ if your account is based in Europe."

Can you please confirm that the CRM URL should be "https://crm.zoho.eu" before I return to the client?

This is wrong in the documentation, I just fixed it. The proper CRM URL for Europe is https://crm.zoho.eu, please configure that and then remove all CRM contacts from 3CX.

 

[AlexMcGregor]

This is wrong in the documentation, I just fixed it. The proper CRM URL for Europe is https://crm.zoho.eu, please configure that and then remove all CRM contacts from 3CX.

Great, thanks for the update!