CFD transfer from Call Queue listed as Abandoned 2

[DavidA]

It looks like this bug that counts calls moved with a CFD app as abandoned is still present. We just installed SP6 and were hoping it would be fixed. It is killing our reporting of call center activity. I am currently working on getting 3rd party reporting up and running as I cannot count on the numbers coming out of the 3cx reports.

It's a shame as it is a significant added expense for reporting compared to the cost of the PBX itself.

Is there an eta on a fix or is there something else i can do?

Thank you,
David

 

[VoIPTools]

Just for the edification of others, can you explain the problem? You understand that a queue that has a CFD uploaded to it is a single-purpose queue. You don't assign agents to the queue used by the CFD, right? So, when a call comes into a CFD queue and the CFD transfers the call elsewhere that's mucking with your queue statistics reports?

 

[DavidA]

Sure, I have a Queue that does routing mostly for break times and lunches etc. All calls come into this queue, it verifies the time and then moves the call to the correct call center queue. All of these calls are counted as abandoned in the routing queue, which pumps up the numbers in the windows client and wall board.

Also, if a call is not answered in its queue in 3 minutes it is moved to an overflow queue where other staff can answer it, those calls are also counted as abandoned in the queue they came from, which also pushes the numbers off.

We don't take messages, so we either answer the call, schedule a call back or lose it. We need the numbers to try to determine staffing and whether we need more or adjust the days and times etc. If we are taking an action on a call, marking it as abandoned isn't really accurate. Another status or flag would help.

thanks