Issue with Call Report

[aslampa]

We have noticed there is a difference in the total number of calls in Extension statistics and the Call report is different. Especially the answered calls, answered calls which are below 6 sec/call cost is 0 is not counting in the extension statistics report. Looks like the majority of these calls are incomplete calls due to any kind of system errors like Contact Administrator because we did not any call recording of these calls. Please let us know what could be the possible reason.

 

[VasilisV_3CX]

Hi @aslampa,

How have you configured the reports to run? Everything left default? Have you specified to and from extensions or numbers? Can you provide the steps you followed to produce these reports?

 

[aslampa]

Since we observed this issue in the scheduled report, we took the report for a certain Ext from yesterday and compared it. The report was taken for outbound calls to external numbers only.

 

[VasilisV_3CX]

Hi @aslampa,

As reports require a decent amount of investigation, may I suggest contacting a 3CX Partner to investigate who can escalate the issue to 3CX Support if needs be.

 

[aslampa]

Hi @aslampa,

As reports require a decent amount of investigation, may I suggest contacting a 3CX Partner to investigate who can escalate the issue to 3CX Support if needs be.

Okay, can we enable wallboard for outbound calls. This is for outbound call centre to get a real time dashboard to see how many calls agents made and spend

 

[VasilisV_3CX]

Hi @aslampa,

The Wallboard feature is available to PRO / ENT editions, you can see our edition comparison here.

 

[aslampa]

Hi @aslampa,

The Wallboard feature is available to PRO / ENT editions, you can see our edition comparison here.

I can see the wallboard only for incoming calls in queue. I would like to know both incoming and outgoing including number of calls handled per agent

 

[VasilisV_3CX]

Hi @aslampa,

The wallboard isn't configurable, it is "as is". You can find the information regarding your agents from the Reports that you can run. There are a lot of different reports which can provide you with plenty of information. Take a look by logging in to your Management Console >> Reports.

 

[aslampa]

Okay I will check it. further digging to to the call report issue, I have observed that there are calls getting failed says the calls could not be established, contact administrator is counting in Call Reports but not in Extension statics report. These calls shows talk time but there is no recording. As per 3cx log, error is

"Call or Registration to 055XXXXXX@(Ln.10032@CRI PRI Trunk - 046XXXXX) has failed. 192.168.X.X replied: 500 Internal Server Error; from IP:192.168.6X.X:5060"

Any idea why we are getting this error and why it is not reflecting in ext. statistics report

 

[VasilisV_3CX]

Hi @aslampa,

As previously suggested, please try contacting a 3CX partner to further investigate as reporting issues require a lot of data to be sifted through to home in on the issue.

 

[aslampa]

Sure, I will check report issue with 3cx partners. Could you advice what could be the possible reason for the below error. Call may get connect if we attempt again. We are using patton-sn4171 PRI gateway.


"Call or Registration to 055XXXXXX@(Ln.10032@CRI PRI Trunk - 046XXXXX) has failed. 192.168.X.X replied: 500 Internal Server Error; from IP:192.168.6X.X:5060"

 

[NickD_3CX]

Sure, I will check report issue with 3cx partners. Could you advice what could be the possible reason for the below error. Call may get connect if we attempt again. We are using patton-sn4171 PRI gateway.


"Call or Registration to 055XXXXXX@(Ln.10032@CRI PRI Trunk - 046XXXXX) has failed. 192.168.X.X replied: 500 Internal Server Error; from IP:192.168.6X.X:5060"

As the "500 Internal Server Error" is coming from the Patton device, it may be a good idea to check the Patton device logs for this specific call as that may give you more information about why it answered this way to the PBX.

 

[aslampa]

In our observation, those calls rejected by PBX says "Calls Could not be Established, Contact Administrator" OR "Called Number Does Not Exist" not counting in the Extension statistics report. But it is reflected in Call Report answered calls. I think this should be counted in unanswered calls since the call is not originated/completed in both the Call Report and Extension Statistics report. Below is the error log during we receive above voice responses

Call or Registration to 055XXXXXX@(Ln.10032@CRI PRI Trunk - 046XXXXX) has failed. 192.168.X.X replied: 500 Internal Server Error; from IP:192.168.6X.X:5060
Call or Registration to 05421XXXXX@(Ln.10032@CRI PRI Trunk - 046016999) has failed. 192.168.X.X replied: 404 Not Found; from IP:192.168.X.X:5060

"500 Internal Server Error" is a frequent error and we can see these numbers are getting connected when we re attempt. Not sure what is the reason for this

"404 Not Found " I think it could generate when we dial the wrong numbers and it is very minimal.

 

[NickD_3CX]

In our observation, those calls rejected by PBX says "Calls Could not be Established, Contact Administrator" OR "Called Number Does Not Exist" not counting in the Extension statistics report. But it is reflected in Call Report answered calls. I think this should be counted in unanswered calls since the call is not originated/completed in both the Call Report and Extension Statistics report.

If you are hearing an actual prompt playing, then go to Settings --> General and here disable "Play Busy prompt when extension is busy".

Once you do this please try again and check if the issue remains.

 

[aslampa]

I am sorry, got confused. The issue we have with external outbound calls and not sure how your suggestion is going to work.

 

[NickD_3CX]

I am sorry, got confused. The issue we have with external outbound calls and not sure how your suggestion is going to work.

Sorry for the confusion, I edited my previous reply to better reflect what I was referring to (only how these calls reflected in the reports).

About the Outbound Calls though, the advice remains the same, check the Patton device logs because from the sounds of it the PBX is requesting from the Patton to make the call, but the Patton devices is returning an error for some reason.

Alternatively, check with a 3CX partner to help you look into this issue.

 

[aslampa]

Thank you for the clarity. I did a tweak you suggested and below is the observation

Tried with Default settings Reflection in report is

14-04-2021 12:31​

Aslam PA (108)

551XXXXX​

answered

0:00:04​

0:00:05​

0:00:09​

0​

Terminated by 0551XXXX

When I disable Busy Prompt as you suggested, the report is

14-04-2021 12:33​

Aslam PA (108)

551XXXX​

unanswered

0:00:06​

0:00:00​

0:00:06​

0​

Failed

I believe the reason why it is counting in answered because of the voice response from the 3cx system. Is there anyway disable voice response for the 500 Internal Server Error

 

[NickD_3CX]

I believe the reason why it is counting in answered because of the voice response from the 3cx system. Is there anyway disable voice response for the 500 Internal Server Error

Yes, it is counted as "answered" because with the that option on, the user hears audio (the prompt "Calls Could not be Established, Contact....."). By unchecking the option, the 3CX Server does not play an audio prompt when the error occurs, so it is counted as unanswered.

I hope this explains the question with the report counting.

In regards to the actual problem you are having, as said above check the Patton Logs or maybe contact a 3CX partner.

 

[aslampa]

I understand, in both below case it counting as answered since there is a voice response from the system. Actually the calling is not taken place due to some errors from ISP/Patton Device hence it should be counted as unanswered. I think there is something needs to be done for this in reports.

Is there anyway in 3cx, it should marked as unanswered without disabling voice response. The problem I see when we uncheck this option, all kind of system generated voice response getting stopped like the message for Busy, this may create confusions in agents.

More over the information reflected in Call report, not getting reflect in Extension statistics. I means these errored calls not counting in Extension Statistics Report. I think this also needs to look from 3cx.

Call or Registration to 055XXXXXX@(Ln.10032@CRI PRI Trunk - 046XXXXX) has failed. 192.168.X.X replied: 500 Internal Server Error; from IP:192.168.6X.X:5060
Call or Registration to 05421XXXXX@(Ln.10032@CRI PRI Trunk - 046016999) has failed. 192.168.X.X replied: 404 Not Found; from IP:192.168.X.X:5060

Regarding the error from Pattom, I will check it with 3cx Partner/Reseller

 

[NickD_3CX]

I understand, in both below case it counting as answered since there is a voice response from the system. Actually the calling is not taken place due to some errors from ISP/Patton Device hence it should be counted as unanswered. I think there is something needs to be done for this in reports.

Is there anyway in 3cx, it should marked as unanswered without disabling voice response. The problem I see when we uncheck this option, all kind of system generated voice response getting stopped like the message for Busy, this may create confusions in agents.

More over the information reflected in Call report, not getting reflect in Extension statistics. I means these errored calls not counting in Extension Statistics Report. I think this also needs to look from 3cx.

You are correct, it is already been reported in the past and will be fixed at some point. In the meanwhile, to avoid this the only thing you can do is disable the "Play busy prompt" option.

Call or Registration to 055XXXXXX@(Ln.10032@CRI PRI Trunk - 046XXXXX) has failed. 192.168.X.X replied: 500 Internal Server Error; from IP:192.168.6X.X:5060
Call or Registration to 05421XXXXX@(Ln.10032@CRI PRI Trunk - 046016999) has failed. 192.168.X.X replied: 404 Not Found; from IP:192.168.X.X:5060

Regarding the error from Pattom, I will check it with 3cx Partner/Reseller

I think that is best, yes.