• V20: 3CX Re-engineered. Get V20 for increased security, better call management, a new admin console and Windows softphone. Learn More.

Detect when a call is picked or rejected

Status
Not open for further replies.

ZS Support

Joined
Nov 8, 2017
Messages
20
Reaction score
3
Hello all,
Thanks for all the help you provided till now.
We are building an outbound dialer. We have two scenarios where we want to implement the following:
We are calling our clients through the outbound dialer. Let's consider we take the number of the clients from a text file for now and using the logger component to log some outcomes (will be replaced later by a database call).

Scenario 1:
we run the dialer and the client picks up the call: the call is connected to digital receptionist where the client can listen to different options and go further - from here we can use a logger to get the number and label it say-"The client with phone number <session.ani>picked up the call". This is an ideal case for us. Now, what if the client missed or rejected the call? We would also want to log this (in the database later). However, we can't find a way to detect this situation in the CFD. Is that possible? If not, what are the options?

Scenario 2:
At one point in time, the client reaches the agent via the digital receptionist. FYI: we made a queue that when the agent doesn't pick up the phone in 15 sec or so then the line gets disconnected and we have a log for that say-"Agent didn't pick up call: <session.ani>" - that is the ideal situation for us. But what if the agent picked up the call. We want to log it in a logger component(for now): "Agent picked up the call from: <session.ani>".

Heads up:
We know this might be possible with the call report. But we would like it to be done within the CFD if possible.
<session.ani> - to get the phone number of the current session. We also see in the queue logs from 3CX itself that the events we're after are being logged so we guess there must be a solution.

Thanks in advance for your help!
ZS
 
Hello @ZS Support,

Scenario 1:
we run the dialer and the client picks up the call: the call is connected to digital receptionist where the client can listen to different options and go further - from here we can use a logger to get the number and label it say-"The client with phone number <session.ani>picked up the call". This is an ideal case for us. Now, what if the client missed or rejected the call? We would also want to log this (in the database later). However, we can't find a way to detect this situation in the CFD. Is that possible? If not, what are the options?
In this case, the CFD app is not activated, so you can't do it from there. You have 2 options:
1) You can check the CDRs generated by 3CX, using some post-processing tool or script.
2) You can check active calls in real time using the 3CX Call Control API from a program you need to write.

Scenario 2:
At one point in time, the client reaches the agent via the digital receptionist. FYI: we made a queue that when the agent doesn't pick up the phone in 15 sec or so then the line gets disconnected and we have a log for that say-"Agent didn't pick up call: <session.ani>" - that is the ideal situation for us. But what if the agent picked up the call. We want to log it in a logger component(for now): "Agent picked up the call from: <session.ani>".
Same case here. When the call is not answered by the agent, you can forward it to a CFD app to perform your logging. But when the agent answers the call, you don't have control of this call from a CFD app. So you need to use any of the 2 approaches mentioned above.

Kind regards.
 
@edossantos Thanks a lot for the help.
warm regards,
ZS
 
Status
Not open for further replies.

Getting Started - Admin

Latest Posts

Forum statistics

Threads
141,629
Messages
748,936
Members
144,742
Latest member
Steffen Ekerdt
Get 3CX - Absolutely Free!

Link up your team and customers Phone System Live Chat Video Conferencing

Hosted or Self-managed. Up to 10 users free forever. No credit card. Try risk free.

3CX
A 3CX Account with that email already exists. You will be redirected to the Customer Portal to sign in or reset your password if you've forgotten it.