CRM MySQL : no more Missed call

[MG_VOIP]

Hi,

I have another regression since the June version, on the integration of call journaling in MySQL.

Before, we have Inbound, Outbound, Missed and Notanswered in CallType field.
Now, we just have Inbound and Outbound.

Documentation always indicate having all value for this field
https://www.3cx.com/docs/server-side-crm-template-xml-description/#h.vcivldjsa1lz

So...
- there is another problem in our configuration (which has not changed but changes in the latest versions may require a configuration change)
or
- the information is not transmitted anymore, it's a further regression on this MySQL integration (is there anything planned on it to find something more complete?)

Thank you

PS : Of course the request for call journaling use '[CallType]'

 

[edossantos]

Are you receiving calls through a queue? In that case, calls are reported as connected, because the queue automatically answers the call to play music on hold.

 

[MG_VOIP]

Bad news.
With all this changes in MySQL integration, is there an alternative solution to retrieve the same data as before (what we need but lost : name of the caller associated with the number in the 3CX book and status of the call)?
Like Call log page in admin console but automatable and direct.

Thank you

 

[edossantos]

The caller's name should be available. Are you returning this from the database during contact lookup?

Regarding the status of the call, 3CX is reporting the real status in a system wide basis, i.e. not from the extension perspective. So, a queue call which is not picked up by an extension, is still an answered call from the whole system perspective, because the queue answered it. In this case, the call will be reported for the queue extension. If this information is not useful in your case, you can also process the CDRs generated by 3CX using a program you can create.

 

[Mark Phillips]

Can I ask in what situations we can expect to see [CallType]=="Missed"?

As far as I can work out:
Case 1. Unanswered incoming call to extension via DDI = [CallType]=="Missed"
Case 2. Unanswered incoming call via IVR and passed to a ring group = [CallType]=="Inbound"

Was it the case that in V16 the second case presented [CallType]=="Missed"?

I understand the logic that the call was "answered" by the IVR, but surely that is not in keeping with what is important in a CRM.

Thanks
Mark

 

[MG_VOIP]

Was it the case that in V16 the second case presented [CallType]=="Missed"?

It was mostly for calls to queues (for ring groups, I think too but not sure, I don't use them), for V16 and V18 before June.
Since then: no more missed or waiting time for call to queues.

Honestly, I thought there would be more people asking for this to be fixed.
Doing a quality follow-up without it...

 

[edossantos]

The call answer status (inbound/missed) depends on the call being answered or not by any 3CX instance. For example, a Digital Receptionist or a Queue will automatically answer the call as soon as it reaches them, so from that point onwards the call is considered answered.

 

[Mark Phillips]

The call answer status (inbound/missed) depends on the call being answered or not by any 3CX instance. For example, a Digital Receptionist or a Queue will automatically answer the call as soon as it reaches them, so from that point onwards the call is considered answered.

But you do realise that this is pretty much pointless in the context of a CRM?

E.g. a customer calls, gets transferred to a queue and waits in there for 15 minutes before hanging up in frustration. However in the CRM, the agent sees this call as 'answered'. That is not expected behaviour and certainly not the point of integrating a phone system with a CRM.

 

[edossantos]

But you do realise that this is pretty much pointless in the context of a CRM?

E.g. a customer calls, gets transferred to a queue and waits in there for 15 minutes before hanging up in frustration. However in the CRM, the agent sees this call as 'answered'. That is not expected behaviour and certainly not the point of integrating a phone system with a CRM.

I understand, we definitely need to review this. We will discuss it internally. Thanks for your feedback!

 

[Evolute IT]

But you do realise that this is pretty much pointless in the context of a CRM?

E.g. a customer calls, gets transferred to a queue and waits in there for 15 minutes before hanging up in frustration. However in the CRM, the agent sees this call as 'answered'. That is not expected behaviour and certainly not the point of integrating a phone system with a CRM.

I have to agree here. It makes sense to have the call marked as "answered" ONLY if a user/extension actually had the call. Otherwise, it's technically missed.

Maybe add a new type for "answered by system" or something like that? Which would allow the distinction in certain CRMs.

 

[Mark Phillips]

Maybe add a new type for "answered by system" or something like that?

And "answered by voicemail" would be potentially useful.

 

[ModePC]

I started to look any this and it led me here. Any news on this?

I would like to be able to get

Missed calls (The number, date, time, which number it called)
Answered calls (The number, date, time, which number it called. Also, how much time on hold, home much time with an agent, what time did they hang-up, were they transferred and if so, how much time with that agent)

Do you guys needs a list of what we think we need?

At least, can anyone point me in the direction of some valid documentation to see what's currently available?

Thanks

 

[edossantos]

The Call Journaling functionality will not provide all those details. It seems you will need to analyze the generated CDRs in order to get the all the endpoints that participated in the call.