Call Journal for Transferred Calls?

[sagius-pingco]

Hello community,

As per https://www.3cx.com/community/threads/transfered-calls-not-logged-in-mysql-call-journal.114821/

Just wondering if there is a way this information could be retrieved otherwise, if it is not available on the Call Journal? OP was referring to MySQL but I am referring to MSSQL.

Thanks in advance!

 

[edossantos]

In 3CX v18 Update 5, calls are logged for the last extension that was connected to the call. So, if your customer calls and gets connected to a queue, then the call is transferred to extension A, and then transferred to extension B, the call will be logged on extension B.

 

[Benjamin31]

Hi, is there any way to log the queue from which the extension was called?
As @edossantos said, the log show the caller number and the final extension, but I didn't find any variable to know the queue from which the agent has received the call.

Thank you

 

[edossantos]

Hi, is there any way to log the queue from which the extension was called?
As @edossantos said, the log show the caller number and the final extension, but I didn't find any variable to know the queue from which the agent has received the call.

Thank you

Please check here all the variables you have in each case.

During Call Journaling, the variable [QueueExtension] will contain the extension number of the queue from which you receive the call. If this is not a queue call, the value will be an empty string.

 

[Benjamin31]

Great! thank you for your answer

 

[Mark Phillips]

@edossantos, please can I verify my understanding of the behaviour of the [Agent] and [QueueExtension] variables?

1. Incoming call handled by queue (or ring group) (say 8101) but not answered by any agent extension => [Agent]=8101 and [QueueExtension]=8101

2. As above, but call answered by an agent extension (say 1020) => [Agent]=1020, [QueueExtension]=8101

3. As above, but call transferred on to another agent (say 1030) => [Agent]=1030, [QueueExtension]=8101

4. Incoming call directly routed to an agent extension (say 1020) => [Agent]=1020 and [QueueExtension]=""

Are there any other scenarios to consider?

Thanks
Mark

 

[edossantos]

@edossantos, please can I verify my understanding of the behaviour of the [Agent] and [QueueExtension] variables?

1. Incoming call handled by queue (or ring group) (say 8101) but not answered by any agent extension => [Agent]=8101 and [QueueExtension]=8101

2. As above, but call answered by an agent extension (say 1020) => [Agent]=1020, [QueueExtension]=8101

3. As above, but call transferred on to another agent (say 1030) => [Agent]=1030, [QueueExtension]=8101

4. Incoming call directly routed to an agent extension (say 1020) => [Agent]=1020 and [QueueExtension]=""

Are there any other scenarios to consider?

Thanks
Mark

This is correct. Basically the [Agent] variable contains the number of the last extension that was connected to the call. And [QueueExtension] is the extension of the last queue or ring group that was connected to the call. So for example, if you have a call in Queue1, and then you transfer this call to Queue2, the [QueueExtension] variable will contain the number for Queue2, and not Queue1.

 

[Mark Phillips]

I think there is one other scenario - if a call is not answered by a user then I have noticed that both [Agent] and [QueueExtension] contains the last queue/ring group that handled the call.

 

[edossantos]

I think there is one other scenario - if a call is not answered by a user then I have noticed that both [Agent] and [QueueExtension] contains the last queue/ring group that handled the call.

This is correct. We do this because if you have a ring all strategy, we would be reporting the call for a random extension. Instead wer report it for the queue number.