Zoho integration not working after v16 upgrade

[Andriy]

Hello,

I was using Zoho integration with 3cx. every time I made a call via 3cx it showed up in Zoho>Activities and I could add notes and assign it to a contact or create a new contact.

However, today after v16 update, the calls do not show up in activity. It is like Zoho is not connected at all. I tried to delete the integration and start from the beginning, but this did not help.
I am still unable to see any calls made in 3cx in Zoho/Activity

Anyone has same issues?

Thank you

 

[edossantos]

Call Journaling works creating the calls already bound to a contact and to the agent that handled the call. So, if the call was from an unknown number, then it will not be logged.

You can check the "Enable Contact Creation", so the contact is created when not found, and all calls should be logged.

Also, please check the updated guide for v16:
https://www.3cx.com/docs/pbx-crm-integration-zoho/

As you can see, now you need to define the extension for each Zoho user, so we can know which agent in Zoho handled each call.

 

[Andriy]

Dear edossantos

Thank you fro reply.
I have actually tried to follow the new guide (and setup extension numbers for users) and I tried both know and unknown numbers and Create Contact feature. But none of them worked.
Like there was not integration setup at all.

I will try again today from scratch just in case.

 

[Andriy]

I have tried from scratch. But sometimes it works and sometimes it does not. I mean soome calls are logged and some contacts are created and some are just missing.

Also, Zoho has deleted all my contacts in 3CX and i have no backup. Any possibility to undo this?

 

[edossantos]

I have tried from scratch. But sometimes it works and sometimes it does not. I mean soome calls are logged and some contacts are created and some are just missing.

In this case, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Logs > Settings. Then test with some calls, and check the 3cxSystemService.log file, which will show all the activity between 3CX and Zoho. There you should find some pointers...

Also, Zoho has deleted all my contacts in 3CX and i have no backup. Any possibility to undo this?

The integration will not delete any contact from 3CX Contacts. This might be an accidental action from the 3CX management console. This can't be undone, you should use a backup to recover them.

 

[Andriy]

Thanks for help.
I am pretty sure I have not even entered 3cx Contacts section. Let alone delete anything. Maybe v16 bug?

I will try enabling Verbose logs and see what that tells me.

 

[sobbayi]

Hello,

I was using Zoho integration with 3cx. every time I made a call via 3cx it showed up in Zoho>Activities and I could add notes and assign it to a contact or create a new contact.

However, today after v16 update, the calls do not show up in activity. It is like Zoho is not connected at all. I tried to delete the integration and start from the beginning, but this did not help.
I am still unable to see any calls made in 3cx in Zoho/Activity

Anyone has same issues?

Thank you

It seems the update to v16 has broken the Zoho CRM call journaling. The update took place on Sunday and since Monday there have been no calls records in the Zoho CRM reports. Can this be confirmed? As far as I can tell there have been changes to the template

 

[Sobiera]

@edossantos

it would be really helpfull if 3cx would just try the documentation on its own.

 

[edossantos]

It seems the update to v16 has broken the Zoho CRM call journaling. The update took place on Sunday and since Monday there have been no calls records in the Zoho CRM reports. Can this be confirmed? As far as I can tell there have been changes to the template

Please ensure that you have configured your CRM according to the guide here:
https://www.3cx.com/docs/pbx-crm-integration-zoho/

Please note that in 3CX v16 we have added additional requirements for Call Journaling in Zoho and many other CRMs. Basically, you need to be able to define the extensions of each of your agents, so 3CX can map the extension number to a Zoho agent. This way, when 3CX reports the call, it's created in Zoho with the proper binding to the contact and the agent involved in the call.

Please re-check the guide and consider the new additions we did.

 

[sobbayi]

I had defined the agents as per your documentation and everything was working prior to the update. I am even using the new Zoho template version 12 and still, nothing has been recorded in the Zoho CRM for the last 5 days. Even without registering the agents I should at least see the extension numbers in the Zoho reports but like I said there is no activity being logged on Zoho in the past 5 days

 

[edossantos]

Enable verbose logs for the PBX and check the 3cxSystemService.log file. There you will see why these entries are not being created...

 

[sobbayi]

Enable verbose logs for the PBX and check the 3cxSystemService.log file. There you will see why these entries are not being created...

The logs were already on verbose. The problem is now resolved. I stopped the service (not restarted) and started it again and rebooted the entire server for good measure and everything is working perfectly now. Thanks for your time