Issue: Attended Transfer Counting as Outbound Call

[Sajjad.Khurshid]

Hi ,

We’ve noticed that when a call is transferred directly to another queue, it is correctly classified as an inbound call.


However, when an attended transfer is made, the call is counted as an outbound call for the recipient. This causes discrepancies in reporting.
Ideally, attended transfers should also be classified as inbound calls to maintain accuracy.


Has anyone else encountered this issue? Is there a way to adjust this behavior in 3CX settings?

 

[NicholasP_3CX]

Essentially no, as it is a new call going out from the person doing the attended transfer.

 

[Sajjad.Khurshid]

@NicholasP_3CX
Exactly! It should not be an outbound call for the recipient of the attended transfer. It must appear in their inbound calls.

 

[Sajjad.Khurshid]

Hi 3CX Team,


Do you have a solution for this issue, or can you provide an estimated timeline for resolution?

 

[Sajjad.Khurshid]

Hi 3CX Team,


Do you have a solution for this issue, or can you provide an estimated timeline for resolution?

@NicholasP_3CX

 

[Sajjad.Khurshid]

@NicholasP_3CX

waiting for response.

 

[YiannisH_3CX]

Hi @Sajjad.Khurshid

Are you referring to the extension that performs the attended transfer ? If that is the case then the outbound call is inevitable as it is required to make an outbound call to perform an attended transfer.

If you are not referring to the extension that performs that attended transfer then please explain your call flow with more details. When is the call coming from, who makes the transfer and which extension is credited with the outbound call.

 

[Sajjad.Khurshid]

Hi @Sajjad.Khurshid

Are you referring to the extension that performs the attended transfer ? If that is the case then the outbound call is inevitable as it is required to make an outbound call to perform an attended transfer.

If you are not referring to the extension that performs that attended transfer then please explain your call flow with more details. When is the call coming from, who makes the transfer and which extension is credited with the outbound call.

When an inbound call from queue 123 is attended and transferred from extension A to extension B in queue 456, it is currently counted as an outbound call for extension B. This causes reporting discrepancies. Ideally, attended transfers should be classified as inbound calls for extension B to maintain accurate reporting.

 

[YiannisH_3CX]

Is the call transferred directly from Extension A to Extension B or is the call transferred from Extension A to Queue 456 and then extension B picks up? Also which report are you running?

 

[YiannisH_3CX]

Never mind, I was able to replicate the behavior. This will be addressed in the next PBX update which will include major changes to reports. In the next update Extension B will only have 1 inbound call in the same scenario .

 

[Sajjad.Khurshid]

Never mind, I was able to replicate the behavior. This will be addressed in the next PBX update which will include major changes to reports. In the next update Extension B will only have 1 inbound call in the same scenario .

Thank you so much for addressing the issue and confirming that it will be resolved in the next PBX update. I truly appreciate your efforts and look forward to seeing the changes.


I have also raised a few other issues in different posts that haven’t received response yet. If possible, I would like to share those with you so that you could kindly review them and let me know if they can be addressed in upcoming updates.


Your support in resolving these would mean a lot.