Zoho integration : Test works, but nothing else.

[JimmyP]

Hi all!

I had integrated Zoho with 3cx previously in v16, and it worked perfectly.

But right now I'm trying to do another integration, this time with v18, and nothing seems to be working, except the Test.

What I did :

- My Client created a server based application Secret ID and Key with the right URL.
- On the admin console of 3CX, I selected Zoho Template in CRM integration, then entered the ID and keys.
- I press Authorize
- I test with the Test Button with my phone number: it works. Contact information is found in Zoho, and the link in valid.

- I call with my phone (same number) while having the web client open.
- I receive the call, but nothing happens. No call journaling, no contact page opening.

- I tried to check the logs (verbose mode), but I don't see anything CRM related.

Also, another weird thing : Very often I have to Authorize my refresh token, otherwise I get this error when testing :

"invalid_code"

I don't remember having to do this more then once with my v16 setup.

Do you guys have any idea what's happening?

Thank you!

 

[edossantos]

First, check that the number you receive for the real call is exactly the same as the number you use for testing. Any prefix will make a difference.

In order to investigate further, the 3cxSystemService.log file in verbose mode will give you the details. You should search for lines having the tag "CRM: ".

 

[JimmyP]

How do I access the 3cxSystemService.log file? Can I get it from the admin console of 3cx?

 

[Evolute IT]

How do I access the 3cxSystemService.log file? Can I get it from the admin console of 3cx?

Yes, under Activity Log > Logs > Instance.

Remember to put the system in verbose (Activity Log > Settings) so that you see request+response.

 

[JimmyP]

Thank you!

Tried it :

2022/04/13 20:20:43.181|6423|0050|Erro|Exception executing contact lookup for number 'xxxxxx': System.Exception: Server returned a non successful status code - HTTPStatusCode=Unauthorized - Reason= - Content={"code":"AUTHENTICATION_FAILURE","details":{},"message":"Authentication failed","status":"error"}

When I test it, it works, but calling authentification fail.

Not sure what causing it.

Edit : I looked 10 mins before, and saw that error too after trying to use the refresh token :

2022/04/13 20:09:06.865|6423|0058|Verb|The response is: '{"error":"invalid_code"}'

 

[JimmyP]

Alright, found the issue.

My lack of knowledge about Zoho got me there.

I didn't know I had to authorize the refresh token in the next minute of creating it.

I redid the process, and now it nearly works!

Only thing still being an issue :

The phone number keep the country code in front of the number ( Ex : Canada phone : 1-234-567-8901)

In my E164 Processing Settings, I selected Canada and remove if same country, but it doesn't seems to work.

 

[edossantos]

You can use caller ID reformatting to edit the number you receive from the SIP Trunk.

 

[JimmyP]

Thank you!

That was the final change needed.