Solved Zoho Stopped logging calls

[beurle]

From the 13th of February we have not had call logging. We are on v20 update 8 and it was updated on the 15th of February. The integration tests OK and we have updated it. A restart of the 3CX services triggered an big update in the CRM of about a weeks worth of calls, but its not logging real time.

Any ideas?

 

[KyriacosS_3CX]

Do you by any chance have call transcription still enabled from when it was free in its Beta phase? If yes, please disable it and do a quick service reload just to make sure all is clear, then check again.

 

[beurle]

Transcription was enabled, we were using it for voicemail. I went into here and turned it off;
/#/office/integrations/transcription

It now logs calls real time, but there are still problems with what appears in Zoho.

• one user does not log calls at all
• two users don't log with their username in Zoho, they just get a generic one. The extension number appears in the description field in the CRM
• two users log correctly.

The integration inserts headings for transcription, summary, sentiment and recording in the call description but there is no data in this area as transcription is not enabled.

What should we do next?

 

[Evolute IT]

Transcription was enabled, we were using it for voicemail. I went into here and turned it off;
/#/office/integrations/transcription

It now logs calls real time, but there are still problems with what appears in Zoho.

• one user does not log calls at all
• two users don't log with their username in Zoho, they just get a generic one. The extension number appears in the description field in the CRM
• two users log correctly.

The integration inserts headings for transcription, summary, sentiment and recording in the call description but there is no data in this area as transcription is not enabled.

What should we do next?

For the user that isn't logging, check that their email matches in both 3CX and Zoho.

For those that log without username, do you mean the activity isn't assigned to them properly?

The texts of the activities can be customized by expanding the Call Journaling section in the 3CX CRM config. By default, all fields are there, but you can remove the headings if you want.

 

[beurle]

I can confirm that email matching was the problem. There is provision in Zoho user setting for the 3cx extension number and that must have been used in the past.

 

[TheodorosG_3CX]

Always ensure that guideline is checked as this clarified there as well: