EveryoneAPI still not processing correctly

[SethTalley]

Continuation of this thread:

https://www.3cx.com/community/threa...ation-not-processing-fully.75029/#post-339146

We're wrapping up the year and looking at billing and it appears we're topping up EveryoneAPI far more than we should be.

According to EveryoneAPI, we hit them for 85 queries on December 4, for example. Yet our configuration is set up to only query EveryoneAPI for unknown numbers, we only received 58 calls on December 4 and only 41 of those were internal, incoming calls. The rest are transfers from queues to extensions, etc. All but two of those calls were already in the phone book. So... we should have been hit for 2 queries. Instead we were hit for... 85.

 

[SweetAction]

Yeah no. Sorry. You would have done all your QAQC, rolled out a solution, had it work six months, had it break with a forced API update and be exactly where I am. You would likely attempt to work with 3CX to restore the functionality you sold. If you were then told that the functionality you were sold was never the intended functionality, you would wonder why that functionality was fixed the last time you asked.

It worked. It's now broken. It was fixed because I was able to document that it was broken. I am now documenting that it is still (albeit less) broken, and am being told that whatever it used to do was accidental and what it does now is intentional.

Sure, I could end up in the same situation (have many times). ____ was working, an update broke it, etc. I'd have to review what options existed to resolve. One of them would be a bug report likely. No one is arguing that.

You submitted your report and was told it's working as expected. So what is your plan now?

Sounds like this function is very important to your business workflows. It's likely that that it's importance was known from the beginning. This isn't 3CX specific - you should have a BCDR plan for the whole business. You should have change management in place when applicable.

Comes right back to post #15. I see a few ways forward for you - including asking 3CX to accept this as a bug report or feature request. And that's all I was trying to do here - present some options because it sounded like you were looking for help. I've received your feedback that my posts are not helpful and wish you the best in resolving your issues.

 

[SethTalley]

I think we understand each other. There wasn't a problem, now there is, I'm attempting to get that problem addressed as I have in the past, nothing out of the ordinary here other than that

- the broken functionality is now being explained away as intended behavior and

- Bringing this insult to light has caused two different 3CX vendors to suggest that I'm an unreasonable customer that should have hired a professional.

Obviously my business will not go under due to the insurmountable burden of "expensive caller ID". A BCDR for a situation that took accounting months to uncover is... unwarranted. I'd probably have a Nextiva install if I weren't so cheap and this would be someone else's problem but as it is, something broke in July, I discovered it a couple days ago and am depressingly unsurprised by the response.

You should be aware that from my perspective the interaction on this forum has been driven by the instinct "the customer is always wrong." That instinct, which I have found to be the predominant attitude within the telecom industry, is

- what kept me from installing $8k worth of Avaya
- had me running AT&T Synapse until the hardware was about to die
- why I got a basic certification on 3CX before attempting a rollout
- why 3CX was on a subnet next to Synapse for four months
- why I attempt to solve my own problems before involving my vendor and, not to put too fine a point on it,

- why I blackballed low voltage contractors who did telecom when I was an AV consultant. I have never found a customer problem that a telco guy can't make worse through latent superiority.

We aren't all idiots. Sometimes our outrage is justified. And questioning our competence never improves the dialogue.

I do sincerely appreciate your attempt to help. Please accept my apology for my tone. And please, as a favor to me on behalf of the next guy, remember that unless we say otherwise, we all think we know what's going on.

 

[Evolute IT]

So, basically, you have your options.

Now, you can either workaround it, live with it or hope 3CX classifies it as a bug and not a feature request.

I'd just workaround it. A proxy/middleware/cache for the API would probably do the trick, as mentionned by @SweetAction.