Dynamics 365 - call journaling for voicemail

[DiegoF]

Hi all,
configured integration and call journaling and work very well. Only a problem for call journaling for the call that are forwarded to voicemail (because the user in unavailable): all these calls are logged in dynamics as my activities and not as activities of the called user (the owner of the voicemail), i don't understand why under my dynamics user, i think because i'm the administrator but where is the settings for this journaling type (voicemail)?
The same problem for calls that are forwarded to a ring group, if anyone of the member of the ring group reply the call is journaled under my dynamics user

 

[TheodorosG_3CX]

Does the configured email of the user/extension is also the same for the agent in the CRM?

 

[DiegoF]

Does the configured email of the user/extension is also the same for the agent in the CRM?

yes, the email is the same. the journaling is working well for answered, unanswered, missed outbound and inbound call, the problem is only for the call forwarded directly to voicemail

 

[TheodorosG_3CX]

Can you please clarify how is the call forwarded to the voicemail? Is it from the forwarding rules or while it is ringing you divert to voicemail?

 

[DiegoF]

Can you please clarify how is the call forwarded to the voicemail? Is it from the forwarding rules or while it is ringing you divert to voicemail?

from the forwarding rules

 

[TheodorosG_3CX]

After the timeout, does the user receive the missed call journal?

 

[DiegoF]

After the timeout, does the user receive the missed call journal?

no missed call journal, the call once reply the voicemail is journaled like incoming call

 

[edossantos]

The problem here is that the call is being transferred to the voicemail. Then, 3CX tries to log the call for the voicemail extension (for example 999), which has no email, so it's logged for the default user instead. Calls are always logged for the last endpoint that was connected to the call, in this case the voicemail extension.

Regarding ring groups, calls should be logged for the user that picks up. However, there is a known issue in 3CX v18 Update 5 which might be causing issues here, please verify if you have the same behavior with Update 6 as soon as it is released (very soon).

 

[DiegoF]

The problem here is that the call is being transferred to the voicemail. Then, 3CX tries to log the call for the voicemail extension (for example 999), which has no email, so it's logged for the default user instead. Calls are always logged for the last endpoint that was connected to the call, in this case the voicemail extension.

Regarding ring groups, calls should be logged for the user that picks up. However, there is a known issue in 3CX v18 Update 5 which might be causing issues here, please verify if you have the same behavior with Update 6 as soon as it is released (very soon).

but then in wich case is logged a missed call? when you say default user refer to 3cx o dynamics? where i see this default user?

for the ring groups the problem is the same, when the member of the ring group are away

 

[edossantos]

but then in wich case is logged a missed call?

Calls are logged according to the whole system perspective. In this case, a call answered by the voicemail is considered an answered call.

when you say default user refer to 3cx o dynamics? where i see this default user?

I mean the Dynamics user you used to configure the integration. This is probably the administrator. It's the Dynamics user with whom you grant access to 3CX.

for the ring groups the problem is the same, when the member of the ring group are away

How is your ring group configured regarding the behavior for no answer? Is it sending the call to a voicemail for example? If that's the case, then the call will be logged for the voicemail, and you will have the same result. You will see a missed call for the ring group if the call is not answered at all, and then dropped.

 

[DiegoF]

Calls are logged according to the whole system perspective. In this case, a call answered by the voicemail is considered an answered call.

ok but it make more sense if they are logged under the user whom voicemail was contacted

I mean the Dynamics user you used to configure the integration. This is probably the administrator. It's the Dynamics user with whom you grant access to 3CX.

yes i confirm that is my account administrator that i used to configure the integration

How is your ring group configured regarding the behavior for no answer? Is it sending the call to a voicemail for example? If that's the case, then the call will be logged for the voicemail, and you will have the same result. You will see a missed call for the ring group if the call is not answered at all, and then dropped.

the ring group for no answer is configured to forward to digital receptionist. trunk > ring group, if the two member of the ring group not respond or arent available the call is forwarded to digital receptionist with selection and other collegues that pick the calls. also in this case the call are not logged correctly. the ring group member not responded then the call was forwarded to IVR and someone from the IVR member responded but in the log i see only IVR (100) for 9:43 minutes so it not be logged to the user/operator that has responded

 

[edossantos]

ok but it make more sense if they are logged under the user whom voicemail was contacted

Yes, this is something that should be improved.

the ring group for no answer is configured to forward to digital receptionist. trunk > ring group, if the two member of the ring group not respond or arent available the call is forwarded to digital receptionist with selection and other collegues that pick the calls. also in this case the call are not logged correctly. the ring group member not responded then the call was forwarded to IVR and someone from the IVR member responded but in the log i see only IVR (100) for 9:43 minutes so it not be logged to the user/operator that has responded

This screenshot is taken from the 3CX Call Logs. But what about the call logged in the CRM? Is it logged for the extension that picks up after the Digital Receptionist?

 

[DiegoF]

Yes, this is something that should be improved.

thanks!

This screenshot is taken from the 3CX Call Logs. But what about the call logged in the CRM? Is it logged for the extension that picks up after the Digital Receptionist?

no, is logged to my user as owner (like voicemail call) and without indication of the extension that pick up

 

[edossantos]

Well, the call journaling entry not showing the extension number explains why the call is logged for the administrator. What's weird is why the call is not related to this extension, both in the 3CX Call Log and the call journaling entry. Can you please re-check this once Update 6 is released? The Release Candidate will be available very soon (maybe tomorrow), so the final release will not take long.

 

[DiegoF]

Well, the call journaling entry not showing the extension number explains why the call is logged for the administrator. What's weird is why the call is not related to this extension, both in the 3CX Call Log and the call journaling entry. Can you please re-check this once Update 6 is released? The Release Candidate will be available very soon (maybe tomorrow), so the final release will not take long.

ok, i'll check after the update 6 and i'll return here with a feedback
thanks for the support

 

[DiegoF]

Well, the call journaling entry not showing the extension number explains why the call is logged for the administrator. What's weird is why the call is not related to this extension, both in the 3CX Call Log and the call journaling entry. Can you please re-check this once Update 6 is released? The Release Candidate will be available very soon (maybe tomorrow), so the final release will not take long.

Hi Ernesto,
same issue after Update 6

 

[edossantos]

Hi Ernesto,
same issue after Update 6

Hello Diego,

Can you please elaborate a bit on the issue you're having on Update 6? Please describe what happens with the call, what is logged, and what you expect, so we can understand the issue.