Call Reporting for QCB

[Alphabetic]

Hi guys

Is there any way I can see the actions/queue time of a call?

Apparently, caller came in and requested a QCB but didnt receive one.

If I make a test call and either hang up before being offered QCB, whilst confirming QCB or after confirming QCB, the call report report shows all 3 calls were unanswered, 0 talk time.

Is there a log I can see successful QCB?

Also, the apparently failure happened a few weeks back, is there a log I can search that would show me actions pressed? I think its one of the queue logs, cant remember.

 

[OlegR_3CX]

Hi there.

Indeed you can see what has been dialled when requesting the callback, and this data will be in the 3CXQueueManager.log that will have info on what has been requested and dialled :

2023/02/01 21:27:37.632|13125|0004|Trac|DBG: Playing: [[callback_request_number.wav, 1.wav, 7.wav, 7.wav, 7.wav, 8.wav, #.wav, #.wav, #.wav, #.wav, #.wav, #.wav, callback_action_menu.wav]] to 2
2023/02/01 21:27:37.633|13125|0004|Trac|DBG: DTMF: Performed action for input 2
2023/02/01 21:27:52.736|13125|0004|Trac|DBG: DTMF: Performing action for input *
2023/02/01 21:27:52.737|13125|0004|Trac|DBG: DTMF: CBReq.OnStar
2023/02/01 21:27:52.741|13125|0004|Info|Poll is terminated, reason: Canceled (Caller has requested callback), QCID=2
2023/02/01 21:27:52.741|13125|0004|Trac|DBG: PR _completed=True
2023/02/01 21:27:52.741|13125|0004|Trac|DBG: QCall.UserConfirmedCallbackRequest(). _callback_number=177******, IncomingCall[Ticket:1, AC.ID:2, CallId:1, LegId:2, IsDNA=False, IsCallBack=False, polls=0]
2023/02/01 21:27:52.742|13125|0004|Verb|Audio (id=3) prompt(s) [CB_BYE] are playing for call QC:2[177*******->821]
2023/02/01 21:27:52.742|13125|0004|Trac|DBG: Using prompts path '8210986B-9412-497f-AD77-3A554F4A9BDB'
2023/02/01 21:27:52.742|13125|0004|Trac|DBG: Playing: [[thankyou_callback_confirmed.wav]] to 2
2023/02/01 21:27:52.743|13125|0004|Trac|DBG: DTMF: Performed action for input *

The same log will also show you when the agent answer the call and if the call was successful

2023/02/01 21:27:58.106|13125|0008|Trac|Agent's 106@821 phone is ringing
2023/02/01 21:29:27.536|13125|0008|Info|Agent 106@821 has answered polling call 821.1b35677a2f6f4765862804ae99f1f87b for QCall(7)
2023/02/01 21:29:36.611|13125|0008|Trac|DBG: QCall 7 state changed: ConnectingToAgent -> ConnectedToAgent
2023/02/01 21:29:36.611|13125|0008|Info|Agent QA:106@821 is servicing call 7

Now more information about the actual call will be in the PBX logs, in the .bldef and .blrec files, and this is something that can be opened using Binlog viewer

Now your case, if the call was abandoned, it can be the case where the agent answer the call, and dropped it before the other end answer it, and as advised above, binlog viewer will show you more details of the call.

 

[Alphabetic]

Hi

thanks for the reply.

The 3CX is set to 5 days logging at medium.

Are there any archived logs older than these 5 days? the incident occured earlier in January.

If not, is there another report I can use to see what happened to the call?

As i said, when I perform a test call to the queue and leave, the call report shows 0 talk time.

Its a shame theres no report to show requested call backs.

 

[Alphabetic]

@OlegR_3CX Is there any way of identifying any more information regarding this call outside of bin logs?

I cant event see if caller waited in the queue for 10 hours or 1 second.

 

[OlegR_3CX]

For that, you will need to have Verbose logging.
You can run the call report FROM-TO: ANY-ANY and try to find your call in there, to see in more detail what happened to this call.
There you will also see QCB and call the external number, and see how long it lasted before.