Call Journal for Transferred Calls is different than old version

[axpjelly1029]

Hi, we are using Dynamic 365 CRM to implement 3CX Call Journal to record down agent call time.
When we transferred call, agent1 will use Attended Transfer agent2 > Agent 1 End Call with agent 2 > Agent1 Transfer to agent 2 > Agent 2 pickup > Agent1 End call
After this, dynamic will have 2 journal call activities for agent 1 and agent 2.

In 3CX v18 Update 5, we found that the transferred calls will combine agent 1 and agent 2 call to one call journal. Can we have previous feature or other setting can make it?

 

[axpjelly1029]

is it possible Split Call journal to extension A and extension B ?

 

[edossantos]

is it possible Split Call journal to extension A and extension B ?

No, each call will be logged only once, for the last extension that was connected to the call.

 

[axpjelly1029]

why old version can and now remove it? We need it to record agent support time seperately when transfer.

 

[edossantos]

why old version can and now remove it? We need it to record agent support time seperately when transfer.

We made this change in Update 5 in order to fix other important issues. For example, before this change, missed queue calls were not being logged. Now we have a system-wide perspective of the call, so each call is only logged once. I understand that this might not be the best solution for all cases, but unfortunately there is no way to customize this behavior at the time being....

 

[axpjelly1029]

Hi is it possible add some variable for call time and agent name for agent 1 for call journal, we can use it for accurate data by CRM.

 

[edossantos]

Hi is it possible add some variable for call time and agent name for agent 1 for call journal, we can use it for accurate data by CRM.

Unfortunately this is not possible at the moment.

 

[axpjelly1029]

Can i know when will possible to do that? or any other way like Call Flow Designer Can Do that?

 

[Evolute IT]

Can i know when will possible to do that? or any other way like Call Flow Designer Can Do that?

You can use the CDR to get the full chain of extensions. However, you will have to implement this yourself.

Maybe @VoIPTools can help here.

 

[axpjelly1029]

You can use the CDR to get the full chain of extensions. However, you will have to implement this yourself.

Maybe @VoIPTools can help here.

Hi, i tried CDR for Blind Transfer and Attended Transfer, will combine record as one , so the problem still exist

 

[axpjelly1029]

we cant get first transfer call time and second too， only total time

 

[Evolute IT]

Get a call report, these info are there.

Also, CDR will not combine in one, it's multiple entries for one call. There's also different options on the CDR side.

 

[axpjelly1029]

i can get the extension, but the call only record total time.

 

[axpjelly1029]

is that anyway to downgrade 3CX version? i need to solve this issue

 

[Evolute IT]

is that anyway to downgrade 3CX version? i need to solve this issue

Nope

 

[SweetAction]

is that anyway to downgrade 3CX version? i need to solve this issue

Within 30 days, yes, you can reinstall an older version and restore a backup.
After 30 days the key won't activate on older versions.

No official method to downgrade without restoring a backup made on the old version (new backups won't work on old versions).