Call reported as abandonned after real call was hang up by both agent and client.

[recycauto]

This happen several times, A call was forwarded from Queue to agent and then hang up normally. We can see in the call log the following:

We can see that (maybe) the call was forwarded back to Queue but it was not from the agent. Both side hang up the call.

In our process, we recall the calls that were abandonned but that was not a real abandonned call.This make some client angry about the second call we do.

 

[jed]

It is per 3CX design when a call reaches DINA (Destination If No Answer) in a Queue, the call will be seen as abandoned for the Queue, as it has not been answered in the Queue.
In JEDWare we treat a Call from it comes into the system, and until it is answered or abandoned as one call.

 

[recycauto]

Like I said, the call was answered and hang up by both parties. Those records appear without reason after the call.