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#1000 - New user and new setting not considered

Open General Question created by marcobenci 2 years ago

I'm having some problems that maybe have the same cause:
1. I've set to an existing CRM user the "Extension" and check "Incoming Call notification" and "Click-to-Call" but even though I can find the extension number in TAPI logs there is not "phone calls" records in CRM for it.
2. Even though I don't check or remove the check in "Incoming Call notification" sometime I've the notification and sometimes no (apparently without a logic)

Do I have to restart the TAPI service when I do a change?
Is there a specific procedure to follow?

Thanks.

  1. marcobenci member avatar

    marcobenci

    2 years ago

    Dear all,

    in few days our trial license expires.
    We' like to finish the tests to valutate definitively if buying the real license.
    Could you please answer my questions.

    Thanks.

    • Vedisoft member avatar

      Vedisoft Provider

      2 years ago

      Hi,
      My skype is andrew.uymin.
      Let's resolve your issue by skype (it will be faster)

  2. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    regarding your questions:
    1. Please check what this user has in Browser Console after click-to-call. Send me screenshot with opened browswer console after click-to-call.
    2. It is enouhg info to help you. For every case when you don't get incoming pop-up, we have to see PBX-connetor log file. Send us you PBX-connector log file and date-and-time when you don't get pop-up.
    3. After changes in user's setting in CRM you don't need to restart TAPI.
    If
    1. you get events by TAPI for the user
    2. there is connection between user's browser and PBX-connector
    3. your user's browser does not block pop-up for your CRM-site
    then you will get pop-up.

    Best regards
    Andrey Uymin
    Project manager, Vedisoft
    a@vedisoft.info
    skype: andrew.uymin

  3. marcobenci member avatar

    marcobenci

    2 years ago

    Thanks for your answer.
    Tomorrow with the client I do some tests and eventually I write you by skype with logs.
    For what concerns the pop-up window it's strange that sometimes the pop-up appears and sometimes not and that appears also if I don't check "Incoming Call notification".

    Regards,
    Marco B

  4. marcobenci member avatar

    marcobenci

    2 years ago

    Dear all,

    below you can find a piece of TAPI logs.
    In this case the problem is the redirect (A->B->C)
    In the CRM I can find the A->B communication with NO ANSWER (correct), but I don't find the A->C communication
    It seems that the problem is "pushed to 0 client" even though the client was correctly connected.

    Where:
    A = 03488080086
    B = 419
    C= 479

    ####### TAPI logs

    06.03.2018 10:35:27.149 DEBUG     Generating new call ID: return 398545106241064

    06.03.2018 10:35:27.150 DEBUG     Call created, callID=398545106241064, IsIncoming = False

    06.03.2018 10:35:27.420 DEBUG     Disconnected Cisco Line: [SEPBCC4939601FA] (419)

    06.03.2018 10:35:27.421 DEBUG    
    10:35:27 - CALL_STATE.CS_DISCONNECTED
    AddressNameCisco Line: [SEPBCC4939601FA] (419)
    DialableAddress419
    CIS_CALLEDIDNAME=Carli Silvio
    CIS_CALLEDIDNUMBER=419
    CIS_CALLERIDNAME=
    CIS_CALLERIDNUMBER=03488080086
    CIS_CONNECTEDIDNAME=
    CIS_CONNECTEDIDNUMBER=
    CIS_DISPLAYABLEADDRESS=
    CIS_CALLEDPARTYFRIENDLYNAME=
    CIS_CALLINGPARTYID=
    CIS_COMMENT=
    CIS_REDIRECTINGIDNAME=
    CIS_REDIRECTINGIDNUMBER=
    CIS_REDIRECTIONIDNAME=
    CIS_REDIRECTIONIDNUMBER=
    CIL_COMPLETIONID=0
    CIL_RELATEDCALLID=0
    CIL_TRUNK=4294967295
    CIL_CALLID=4451830
    CIL_ORIGIN=4

    06.03.2018 10:35:27.423 WARNING Call::OnDisconnect wrong Mediasense API configuration, please check it for calls recording

    06.03.2018 10:35:27.423 DEBUG     OnCallFinished event: callID = 398545104930342, source = 03488080086, destination = 419, start = 1520328922, end = 1520328927, duration = 0, direction = 0, record = , line =

    06.03.2018 10:35:27.423 DEBUG     Event before encode:

    06.03.2018 10:35:27.423 DEBUG     Sending event to client 419

    06.03.2018 10:35:27.424 DEBUG     PBX event was pushed to 1 clients

    06.03.2018 10:35:27.426 DEBUG    
    10:35:27 - CALLINFOCHANGE_CAUSE.CIC_REDIRECTIONID
    AddressNameCisco Line: [SEP88908D69FDB9] (479)
    DialableAddress479
    CIS_CALLEDIDNAME=Carli Silvio
    CIS_CALLEDIDNUMBER=419
    CIS_CALLERIDNAME=
    CIS_CALLERIDNUMBER=03488080086
    CIS_CONNECTEDIDNAME=
    CIS_CONNECTEDIDNUMBER=03488080086
    CIS_DISPLAYABLEADDRESS=
    CIS_CALLEDPARTYFRIENDLYNAME=
    CIS_CALLINGPARTYID=
    CIS_COMMENT=
    CIS_REDIRECTINGIDNAME=Carli Silvio
    CIS_REDIRECTINGIDNUMBER=419
    CIS_REDIRECTIONIDNAME=Sacco Daniele
    CIS_REDIRECTIONIDNUMBER=479
    CIL_COMPLETIONID=0
    CIL_RELATEDCALLID=0
    CIL_TRUNK=4294967295
    CIL_CALLID=4451830
    CIL_ORIGIN=1

    06.03.2018 10:35:27.426 DEBUG     OnChangeRedirectionID: Call already exists

    06.03.2018 10:35:27.426 DEBUG     Connected Cisco Line: [SEP88908D69FDB9] (479)

    06.03.2018 10:35:27.427 DEBUG    
    10:35:27 - CALL_STATE.CS_CONNECTED
    AddressNameCisco Line: [SEP88908D69FDB9] (479)
    DialableAddress479
    CIS_CALLEDIDNAME=Carli Silvio
    CIS_CALLEDIDNUMBER=419
    CIS_CALLERIDNAME=
    CIS_CALLERIDNUMBER=03488080086
    CIS_CONNECTEDIDNAME=
    CIS_CONNECTEDIDNUMBER=03488080086
    CIS_DISPLAYABLEADDRESS=
    CIS_CALLEDPARTYFRIENDLYNAME=
    CIS_CALLINGPARTYID=
    CIS_COMMENT=
    CIS_REDIRECTINGIDNAME=Carli Silvio
    CIS_REDIRECTINGIDNUMBER=419
    CIS_REDIRECTIONIDNAME=Sacco Daniele
    CIS_REDIRECTIONIDNUMBER=479
    CIL_COMPLETIONID=0
    CIL_RELATEDCALLID=0
    CIL_TRUNK=4294967295
    CIL_CALLID=4451830
    CIL_ORIGIN=1

    06.03.2018 10:35:27.427 DEBUG     onOutcomingCall event: callID = 398545106241064, source = 03488080086, destination = 419

    06.03.2018 10:35:27.428 DEBUG     Event before encode:

    06.03.2018 10:35:27.428 DEBUG     PBX event was pushed to 0 clients

    06.03.2018 10:35:27.428 DEBUG     onOutcomingAnswer event: callID = 398545106241064, source = 03488080086, destination = 419

    06.03.2018 10:35:27.428 DEBUG     Event before encode:

    06.03.2018 10:35:27.428 DEBUG     PBX event was pushed to 0 clients

    06.03.2018 10:35:29.535 DEBUG     Call notification event has occured Cisco Line: [SEP38ED18E9D67A] (462)

    06.03.2018 10:35:29.535 DEBUG     Dialing Cisco Line: [SEP38ED18E9D67A] (462)

    06.03.2018 10:35:29.537 DEBUG

  5. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    Hi Marco,
    Please send me the whole log file with that event and send me your config file (PBX-connector config file) to a@vedisoft.info

  6. marcobenci member avatar

    marcobenci

    2 years ago

    I've sent files by mail.

    Thanks,
    MB

  7. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    Hi Marco,
    Please try this updated version of PBX connector:
    http://office.vedisoft.ru/__files/ProstieZvonki_Cisco_1_1_1.exe

    1. Copy somewhere you current config file
    2. Uninstall current PBX-connector version
    3. Install new one.
    4. Copy back config file
    5. Try and let me know the result

    Thank you.

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