Hubspot doesn't log missed calls

[fssol]

When a contact from hubspot calls and one of the extensions on 3CX accepts the call, we get a log entry in hubspot call log as we expect. Whe the call is not picked up, we do not get a missed call logged. Is this a known bug? Does it depend on missed call handling on my SIP trunk provider side?

 

[edossantos]

This is the expected behavior when the call is sent to the extension through a queue or ring group, and more than 1 extension rings. There is no solution for this at the moment.

 

[fssol]

This seems like undesired behavior. Why was this limitation put in place?

 

[p.reitter]

For us this limitation also does not make sense.

It would be great that the missed call of a call queue or ring group also gets logged in the CRM system with the name of the called queue.

it would be good to see in for the contact, that he already called x times without an answer.

Strong upvote for this feature!

 

[fssol]

I just don't get how this is a limitation. Currently I have a ring group for each department. How am I supposed to log missed calls in hubspot if I can only route calls to a single person instead the relevant department? Can I change the setup somehow to make this work natively?

 

[edossantos]

I understand that this is a big limitation, but unfortunately there is nothing we can do to solve this at the moment. The reason for this is that due to the current architecture, if we have for example a ring group or queue with 10 agents, and all of them ring but only 1 answers the call, you would end up with 1 answered call and 9 missed calls logged. Also, if no agent answers the call, you would be getting 10 missed calls and not 1. This is because the event is triggered by the extension, and not from a whole server perspective. We are already thinking on ways to solve this, as we understand that it's a serious issue for many users, but at the time being, there is no solution.