CDR Logging not indicating Voicemails

[KyleKSIP]

We extensively use CDR logs to integrate with our Ticketing/Billing system. We have it operational with no issues, other than this voicemail issue. It seems as though calls that end up being sent,transferred, or otherwise end up at an extensions voicemail are not always indicated in the CDR log. The CDR log just indicates that it's final destination is the extension, rather than the extension's VMail. We have all parameters being included in the CDR logsfrom 3cx PBX, and occasionally we do get a call that gets voicemail to be indicated. I have uploaded 2 CDRs that both went to voicemail, one indicates and the other does not. Please Help!

 

[VoIPTools]

That is a curious difference between the two CDR files. I wonder, is it possible that one call went to voicemail and they actually left a message, while the other call they were transferred to voicemail but didn't leave a message? Or maybe one of the calls the voicemail was too short to be counted? Just a guess because I've never noticed this issue before.

There really should be a pattern you can identify. I know we do a ton of work on wallboards and how a call gets to the extension can also change the data in events as well. Look at where the call came from too (maybe a queue rather than a user extension). I've seen some really surprising differences in events based on small differences in the call. Maybe this is a similar situation for these CDR files.

 

[KyleKSIP]

In both instances I know that a voicemail of at least 10 seconds was left to the extension. Our typical call flow is: Incoming call goes to to (Operator)Ring Group, Call is answered then placed on Park, operator notifies extension of caller on specific park, extension user will then either take the call or have operator transfer to extensions vmail... Occasionally Operator will transfer call straight to extensions voicemail if extension is on another call

 

[VoIPTools]

Find the pattern. Maybe direct to voicemail looks different? There is nothing you can do to make the data magically appear in the CDR file. All you can do is figure out a logical reason for why the data is different. I suppose if there simply is no pattern, you could advise 3CX that you may have found a bug... but I'll bet you can identify a pattern at a minimum. Sometimes knowing the cause will help you find a work-around in the data to infer the missing data.