We have a setup where a client has the Zoho call journalling configured. The flow is call to -> AA -> Queue.
In this scenario, every call is journalled as answered. I tried bypassing the AA and set inbound route directly to the queue (which has queue pre-announcement). Same result. All calls are recorded as answered. I then dialled into an individual extension. This worked in that if I rang and hung up before someone answered it recorded as an unanswered call.
It seems that 3CX is considering calls that are answered by the system and not an agent (AA prompt, preannouncement, etc) all get sent through to Zoho as answered. This doesn't work at all for the client as they cannot trigger rules based on the call state.
Is there a way to fix this? As CRMs are very likely to be used with queues and menus, I would think the call needs to be marked as unanswered until it is actually answered by a person.
In this scenario, every call is journalled as answered. I tried bypassing the AA and set inbound route directly to the queue (which has queue pre-announcement). Same result. All calls are recorded as answered. I then dialled into an individual extension. This worked in that if I rang and hung up before someone answered it recorded as an unanswered call.
It seems that 3CX is considering calls that are answered by the system and not an agent (AA prompt, preannouncement, etc) all get sent through to Zoho as answered. This doesn't work at all for the client as they cannot trigger rules based on the call state.
Is there a way to fix this? As CRMs are very likely to be used with queues and menus, I would think the call needs to be marked as unanswered until it is actually answered by a person.
