Call Popup Issues Integrating with Zoho CRM

Patipol

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Hello Elastix Community,

Using Zoho CRM Plus, we are trying to integrate Zoho CRM with our Elastix phone system but stuck at these issues.
Could you please help us investigate the logs and figure them out?

1. Incoming Calls: There is no incoming call popup.
The steps what we did are:
- Make a phone call from +66863992904 to +6627986000 ext. 8011
- Connection to our softphone was fine, since there was a ringing, did able to pickup and talk.
- However, there was no incoming popup at Zoho CRM.
Please kindly see the screenshot below and investigate the log 'INCOMING-CALL.txt' as attached file.

incoming-call.jpg


2. Outgoing Calls: The outgoing call popup stuck at the screen although the call was answered or not.

2.1 The call was answered.
The steps what we did are:
- From Zoho CRM, clicked to make a phone call to the destination point +66863992904.
- The destination point answered, then hung-up.
- The outgoing call popup still stuck at the screen.
Please kindly see the screenshot below and investigate the log 'OUTGOING-ANSWERED.txt' as attached file.

answered-hangup.jpg

2.2 The call was not answered.
The steps what we did are:
- From Zoho CRM, clicked to make a phone call to the destination point +66863992904.
- No answered from destination point, so hung-up at initiation point.
- The outgoing call popup still stuck at the screen.
Please kindly see the screenshot below and investigate the log 'OUTGOING.txt' as attached file.

outgoing.jpg



CONTACTING ZOHO CRM PLUS SUPPORT
We have contacted Zoho CRM Plus support, their backend developer told us that:

There will be states like RINGING, UP, HUNGUP etc.,
- On RINGING state, dialing channel should not be null.
- On UP state, linked channel should not be null.
- on HUNGUP state, dialed channel should not be null.
But, the above details were not being received from the Elastix PBX by our PB adapter.

And pointed out to these logs:

RINGING:
java.beans.PropertyChangeEvent[propertyName=currentExtension; oldValue=Extension[context='from-pstn',extension='7986000',priority='3',application='ExecIf',appData=1 ?Set(CALLERID(name)=863992904)]; newValue=Extension[context='from-pstn',extension='7986000',priority='4',application='Set',appData=__CALLINGPRES_SV=allowed]; propagationId=null; source=AsteriskChannel[id='1557819487.2699',name='DAHDI/i2/863992904-27e',callerId='"863992904" <863992904>',state='RING',account='null',dateOfCreation=Tue May 14 14:38:07 ICT 2019,dialedChannel=null,[B]dialingChannel[/B]=null,linkedChannel=null]]
May 14, 2019 2:38:07 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: Dialing Channel=null
May 14, 2019 2:38:07 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: Dialed Channel=null
May 14, 2019 2:38:07 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: extNumber : 863992904 chStat :RING<--
May 14, 2019 2:38:07 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange

UP:
java.beans.PropertyChangeEvent[propertyName=currentExtension; oldValue=Extension[context='ivr-3',extension='s',priority='9',application='Set',appData=TIMEOUT(digit)=3]; newValue=Extension[context='ivr-3',extension='s',priority='10',application='Set',appData=TIMEOUT(response)=10]; propagationId=null; source=AsteriskChannel[id='1557819487.2699',name='DAHDI/i2/863992904-27e',callerId='"863992904" <863992904>',state='UP',account='null',dateOfCreation=Tue May 14 14:38:07 ICT 2019,dialedChannel=null,dialingChannel=null,[B]linkedChannel[/B]=null]]
May 14, 2019 2:38:08 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: Dialing Channel=null
May 14, 2019 2:38:08 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: Dialed Channel=null
May 14, 2019 2:38:08 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: extNumber : 863992904 chStat :UP<--
May 14, 2019 2:38:08 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: LINKED CHANNEL ==> null
May 14, 2019 2:38:08 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange

HUNGUP:
java.beans.PropertyChangeEvent[propertyName=state; oldValue=UP; newValue=HUNGUP; propagationId=null; source=AsteriskChannel[id='1557819487.2699',name='DAHDI/i2/863992904-27e',callerId='"863992904" <863992904>',state='HUNGUP',account='null',dateOfCreation=Tue May 14 14:38:07 ICT 2019,dialedChannel=AsteriskChannel[id='1557819494.2700',name='SIP/8011-000003ac'],dialingChannel=null,linkedChannel=null]]
May 14, 2019 2:39:17 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: Dialing Channel=null
May 14, 2019 2:39:17 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: Dialed Channel=AsteriskChannel[id='1557819494.2700',name='SIP/8011-000003ac',callerId='"device" <8011>',state='HUNGUP',account='null',dateOfCreation=Tue May 14 14:38:14 ICT 2019,[B]dialedChannel=null[/B],dialingChannel=AsteriskChannel[id='1557819487.2699',name='DAHDI/i2/863992904-27e'],linkedChannel=null]
May 14, 2019 2:39:17 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange
INFO: extNumber : 863992904 chStat :HUNGUP<--
May 14, 2019 2:39:17 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents getIDFromName
INFO: ToNo=8011
May 14, 2019 2:39:17 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents getUniqueDateOfCreation
INFO: Selected Date Of Creation = 2019-05-14 02:38:14 PM
May 14, 2019 2:39:17 PM elastix16.com.zohocorp.zoho.ztiimpl.ZTIElastix16Impl$AsteriskEvents propertyChange

Lastly noted that, as their PB adapter couldn't get enough details from the PBX therefore, the call notifications were not sent.
So, they request us to contact the Elastix developer and have this fixed.

Could you please give us any suggestion?
Thank you.
 

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