Hubspot CRM Intergration

[Suri]

Hello,

We wanted to test the CRM integration between Vodia system and Hubspot, we have got the Hubspot API in settings. We are running v62.1.

On this link ( https://doc.vodia.com/actionurl ), where it says serveraddress and username and password, is that supposed to be our hubspot credentials? The help link on CRM integration redirects to the Action url page and I could not find older discussion threads to set up and test Hubspot integration. Do we need something in between the two platforms that takes the events from Vodia and forwards it to the other party? 

If there are any other links to help with this, please let me know. 

[Vodia PBX]

You have to put this into the dom_crm.htm page:

[Suri]

I have done that. On Hubspot side though, it does not have Vodia listed as integrators. Does this mean we need a thrid party app in between? 

[Vodia PBX]

No you don't need a third party. The PBX talks directly to the hubspot API. Too bad hubspot did not list us yet - we see them practically every day on the commuter rail LoL. 

[Suri]

Okay. Do we need any specific account type to get the integration working like marketing, sales or service? 

Once we have the API keys in the platform, do we setup the individual extension's "Action URL" page to get that particular extension send information to hubspot?

I was reading through this thread to see how the integration was supposed to work in general 

"You enter the CRM URL (version included) in a setting together with the username and password of the account in the CRM where the entries should be made. These settings are extension based so every person who has an account in the CRM will have his/her calls recorded in his/her account on the CRM." Is this valid for hubspot as well? Do we set up the crm url and the account login credentials in Action url page for whatever action we want to create an entry? 

[Vodia PBX]

As far as I can tell the basic Hubspot account can do the integration. You don't need to use the ActionURL in the PBX - it is all done for you. What it does is after a call look up the phone number, and add a log entry for the contact about the call. If the number does not exist, it creates a new contact and then adds the log (optional). A problem with Hubspot is phone numbers are used just as strings, on other words 212-123-1234 is different that (212) 123 1234 or +12121231234. So if Hubspot users manually enter phone numbers in their own format, they cannot be found through the API. The other thing is that there is a log entry for calls, but there is no way to indicate the direction of the call (which is kinda important IMHO), this is probably because Hubspot assumes only outbound calling. We tried to raise the issue with Hubspot, but we were not able to get an answer.

[Suri]

Thank you for the response. It seems to be trying to connect to hubspot and it does receive some content but we do no see any activity on the hubspot side. I had contacted them as well regarding this and they said we would need to talk to the vodia support for this. 

On the hubspot end, I have manually created a contact with the phone number (say 123456789) and validated it using the standard hubspot phone number validation process. 123456789 is one of the numbers assigned to an extension in our vodia domain. When I make a call from that Hubspot contact to my mobile, the call goes through and I can see the call messages in domain log file in our Vodia system. But when I make a call to or from the same extension, from or to my mobile, the log entries look like this (I was only logging webserver and webclient events at this time). It has the cdr report for the call which looks like it is being forwarded to hubpsot. But, there is no activity on hubpost end, there is no contact added or log entry added for that particular call. 

 

[5] 11:17:28.243	WEBC:	Action URL request https://app.hubspot.com/
[7] 11:17:28.244	WEBC:	https:app.hubspot.com:443: DNS A returned 104.16.251.5
[7] 11:17:28.244	WEBC:	https:app.hubspot.com:443: Connect to 104.16.251.5
[7] 11:17:28.244	SIP:	Use codec PCMU/8000 for call-leg 991
[9] 11:17:28.246	WEBC:	https:app.hubspot.com:443: Send request (143 bytes)
GET / HTTP/1.1 Host: app.hubspot.com Authorization: Basic VXNlcm5hbWU6UGFzc3dvcmQ= Content-Type: application/json Content-Length: 0
[9] 11:17:28.246	WEBC:	Initialize TLS connection
[9] 11:17:28.589	WEBC:	Received 765 bytes
HTTP/1.1 301 Moved Permanently Date: Tue, 05 Mar 2019 00:17:28 GMT Content-Type: text/html Content-Length: 178 Connection: keep-alive Set-Cookie: __cfduid=dbbf19b607034c2df3ffc1407dc4214521551745048; expires=Wed, 04-Mar-20 00:17:28 GMT; path=/; domain=.hubspot.com; HttpOnly Access-Control-Allow-Credentials: false Location: https://app.hubspot.com/home Strict-Transport-Security: max-age=31536000; includeSubDomains; preload Expect-CT: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct" Server: cloudflare CF-RAY: 4b27e8383f0a1d44-MEL
[9] 11:17:28.589	WEBC:	https:app.hubspot.com:443: Return content (178 bytes)
<html> <head><title>301 Moved Permanently</title></head> <body bgcolor="white"> <center><h1>301 Moved Permanently</h1></center> <hr><center>nginx</center> </body> </html>
[5] 11:17:28.589	WEBC:	Action URL response
<html> <head><title>301 Moved Permanently</title></head> <body bgcolor="white"> <center><h1>301 Moved Permanently</h1></center> <hr><center>nginx</center> </body> </html>
[9] 11:17:31.799	SIP:	Using outbound proxy sip:xxx.xxx.xxx.xx:16797;transport=udp because of flow-label
[7] 11:17:31.874	SIP:	Port 992: Clear last request
[7] 11:17:34.018	SIP:	Port 992: Clear last INVITE
[7] 11:17:34.019	SIP:	Use codec PCMU/8000 for call-leg 992
[5] 11:17:34.021	WEBC:	Action URL request https://app.hubspot.com/rest/call/
\{"cdr":\{"from:""\"61488888888\" <sip:614888888888@vodia1.domain.com.au>","to":"{tv}","duration":"{duration}"\}\}
[9] 11:17:34.021	WEBC:	https:app.hubspot.com:443: Send request (266 bytes)
POST /rest/call/ HTTP/1.1 Host: app.hubspot.com Authorization: Basic VXNlcm5hbWU6UGFzc3dvcmQ= Content-Type: application/json Content-Length: 110 \{"cdr":\{"from:""\"614888888888\" <sip:6148888888888@vodia1.domain.com.au>","to":"{tv}","duration":"{duration}"\}\}
[9] 11:17:34.272	WEBC:	Received 752 bytes
HTTP/1.1 500 Internal Server Error Date: Tue, 05 Mar 2019 00:17:34 GMT Content-Type: text/html; charset=utf-8 Content-Length: 186 Connection: keep-alive Set-Cookie: __cfduid=d0152c84ca5b544fdfe51e695e252d6761551745054; expires=Wed, 04-Mar-20 00:17:34 GMT; path=/; domain=.hubspot.com; HttpOnly Access-Control-Allow-Credentials: false Strict-Transport-Security: max-age=31536000; includeSubDomains; preload Expect-CT: max-age=604800, report-uri="https://report-uri.cloudflare.com/cdn-cgi/beacon/expect-ct" Server: cloudflare CF-RAY: 4b27e85ba8231d44-MEL
[9] 11:17:34.272	WEBC:	https:app.hubspot.com:443: Return content (186 bytes)
<html> <head><title>500 Internal Server Error</title></head> <body bgcolor="white"> <center><h1>500 Internal Server Error</h1></center> <hr><center>nginx</center> </body> </html>
[5] 11:17:34.272	WEBC:	Action URL response
<html> <head><title>500 Internal Server Error</title></head> <body bgcolor="white"> <center><h1>500 Internal Server Error</h1></center> <hr><center>nginx</center> </body> </html>
[7] 11:17:37.576	SIP:	Port 992: Clear last request
[5] 11:17:37.577	SIP:	BYE Response: Terminate 73587ecf@pbx
[9] 11:17:39.012	WEBS:	Request /rest/domain/vodia1.domain.com.au/log
[9] 11:17:39.012	WEBS:	REST: GET /rest/domain/vodia1.domain.com.au/log

[Vodia PBX]

The HubSpot API integration of Vodia would not go to https://api.hubspot.com it would go to something like https://api.hubapi.com/contacts/v1/contact/ and provide the API key. If you are trying to use this with an ActionURL this will be difficult/impossible because this cannot be done with just a single HTTP request. If you really want to code this yourself, there is a lot of information on HubSpot on how to write the integration, e.g. https://developers.hubspot.com/docs/overview

[Suri]

Okay. I have removed all the action urls now so all we have got in the system is the hubspot api key and set it to send information for all calls, just the basic setting.

When I make a call into the domain, there is nothing in the logfile that shows that it is attempting to send information to hubspot. Hubspot has a contact with that phone number which I am calling to. Was there any particular setting that is required on the hubspot end? How do we verify that the integration is working in general? 

Thank you

[Suri]

If there was something like this to setup hubspot initially or to reference when we want to see how it is supposed to work, it would be a lot easier. Could we expect a documentation regarding this to be available soon? 

[Suri]

Hello,

Still waiting for reply on this, on how to test if the integration is working in general. The logs do not show anything about hubspot even though the correct api key has been used.

[Vodia PBX]

There is some documentation now at https://doc.vodia.com/hubspot_crm

[Suri]

On 3/9/2019 at 1:56 AM, Vodia PBX said:

There is some documentation now at https://doc.vodia.com/hubspot_crm

Hello,

The documentation says "For US numbers this format is a 10-digit format (for example, 6173998147). "

Is there a particular standard for Australian numbers as well? We were wondering if that was why the integration was not working. The format of the numbers we are using is 614******** (11 digits in total where 61 is the country code). 

As I mentioned previously, at the current stage, we have a valid hubspot api key in our system. And when we try calling in or out of the extension, we do not see any log entries referring to hubspot to see if the integration is working or not. Was there any additional setting that was required on either the Vodia side or Hubspot side apart from the api keys?

[Vodia PBX]

For Australia and actually for every country this is the human readable format as it is e.g. being fed into the dial plan. If you have the country code set, it would use something like 0234567 for +61234567. You should see this when you get the first CDR in HubSpot - the point is to stick with the format and not change it along the way.

In order to see if anything is being sent out just enable the logging of the web client - you can then see the traffic from and to HubSpot. If there is nothing well then there must be some fundamental problem, e.g. the license does not permit it.

[Suri]

8 hours ago, Vodia PBX said:

For Australia and actually for every country this is the human readable format as it is e.g. being fed into the dial plan. If you have the country code set, it would use something like 0234567 for +61234567. You should see this when you get the first CDR in HubSpot - the point is to stick with the format and not change it along the way.

In order to see if anything is being sent out just enable the logging of the web client - you can then see the traffic from and to HubSpot. If there is nothing well then there must be some fundamental problem, e.g. the license does not permit it.

Thank you for explaining the number format. The number comes up as a 61****** number in the CDRs.

I have enabled web client logs and can not see anything to or from Hubspot like you said. When you say the license does not permit it, was that the Vodia license or Hubspot? Or what could be the other potential errors that you could think of so that we can look into that.

[Vodia PBX]

Hmm 61xx looks like there is no country code set? Anyway.

If there is nothing in the web client log on the Vodia side, it ist first of all a problem on the PBX. As for the license there should be "CRM support" in the reg_status.htm page. If that is there, there must be something in the web client log - make sure you set the log level to 9. After a call there must be something, even the attempt to resolve the DNS address must leave some traces in the log.

[Suri]

61 is the country code for Australia so the numbers follow the pattern (61)(area code)(8 digit number).

I had a look at our general information page and can see the "CRM Support" listed there. 

The logging level has been set to 9 for the domain which we are making the calls to and from. I have attached the domain logs below. 

So the way it is supposed to work is, when there is an incoming call to an extension in a domain, the system checks hubspot if the contact is there. If it is, it logs the call duration and details under than contact. If there is no contact, it creates a new one. This is what I understood from reading the documentation. In the case a new contact is to be created, does it create a contact with just the phone number? Does not need details like first name, last name and email address to create a contact? 

We tried connecting a gmail account to hubspot and can see new contacts created when an email is sent or received. But for Vodia system, we still can not see a communication attempt being made the pbx and hubspot when we call in or out.

Domain incoming log.txt Domain outgoing log.txt

[Suri]

Hello,

Were the logs helpful to see what was happening? We are still unable to get the CRM integration working.

Thank you

[Vodia PBX]

So we tested this in the lab - in the 62.1 version there was obviously a bug that was causing problems looking up the email of the agent. This should be fixed in the latest 62.1 (beta). 

Also make sure that the one who calls has an email address in the extension settings - this is how we correlate the caller with a HubSpot account.

[Suri]

Hello,

Thank you for the fix, we were able to test the integration and it works. The incoming and outgoing calls create new contacts and log the activity.

I wanted to know if there was more we could achieve from the integration? Does it plug on into the hubspot web interface so that we can use it as a softphone from the web UI? 

Or are we just able to have the incoming and outgoing calls logged and contacts created in Hubspot?

Thank you

[Vodia PBX]

You can still install the Vodia Chrome extension that allows you to dial from the web browser - this is a general tool not limited to HubSpot. Apart from that we did not find anything else, e.g. pop-up on incoming calls to be possible with HubSpot.

[Suri]

I tried searching for the Vodia Click to Call extension as mentioned in the following documentation:

https://doc.vodia.com/clickcall_extension

But could not find that extension in Chrome extension store. I tried searching vodia pbx click to call and some other options but could not see the extension. Could you please give the link for the extension?

[Support]

Hi,

 

We're looking into that, let us get back to you ASAP.

[Suri]

Hello,

Was there any update on this?

[Support]

Hi,

 

Looks like Maybe they changed some policy that we don't yet follow or something. We will still have to look into it.