Call Journaling And Call Status

[oguruma1218]

I am trying to learn more about CRM integrations before I make an attempt at writing a template (SuiteCRM).

With respect to call journaling, how does it work by way of the call status. Is the PBX able to determine whether a call was answered/unanswered/not in service?

Ideally, I would be able to log calls by status, and track how many unanswered calls I have for each Lead in the CRM (this will let me automatically mark leads as Stale if, for example, I have 5 unanswered calls for them).

So, can the PBX figure out which calls were answered/unanswered and update the call logs as such (assuming there is a call status field on the CRM side)?

 

[edossantos]

With respect to call journaling, how does it work by way of the call status. Is the PBX able to determine whether a call was answered/unanswered/not in service?

When the call is reported to the CRM, it has already ended, and 3CX will tell you if the call was inbound or outbound, if it was answered or not, and the call duration. Here you have the variables you have available during call journaling:
https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz

 

[oguruma1218]

When the call is reported to the CRM, it has already ended, and 3CX will tell you if the call was inbound or outbound, if it was answered or not, and the call duration. Here you have the variables you have available during call journaling:
https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz

Okay so that makes sense. Once the call is over, 3CX will send that data to the CRM. How does the PBX determine whether or not a call was answered, though? How can the PBX (or any PBX) distinguish from somebody answered vs not answering? Is going to voicemail considered "Answered"?

 

[edossantos]

How does the PBX determine whether or not a call was answered, though? How can the PBX (or any PBX) distinguish from somebody answered vs not answering? Is going to voicemail considered "Answered"?

If the call receives the 200 OK message, then it's considered answered. So a call to the voicemail is considered an answered call.