Jorunalling issues

[chryssalid]

We experience problems with attended transfers and journalling. The scenario looks like this:

1. An external call is made
2. Server sends lookup call (so far, so good)
3. Our agent decides to make an attended transfer to another agent (no journalling here - how do I know how long the first agent was talking with the client?)
4. Second agent answers the internal call (no lookup here nor journalling after they finished)
5. First agent hangs up and the external call is being transfered to the second agent which results in journalling with... the first agent mentioned in the agent field (?). No information about the call between second agent and the client

There are also issues on 3cx windows phone app. It is configured to open an external application on every incoming call. When there is an external call it works fine - an app is executed. When there is attended transfer it works fine too - internal number is passed to executed app. BUT after the transfer is made the app should have been to executed once again - it's another incoming call (transfered) for this agent, isn't it? And unfortunately 3cx phone app does nothing...

 

[edossantos]

1. An external call is made
2. Server sends lookup call (so far, so good)
3. Our agent decides to make an attended transfer to another agent (no journalling here - how do I know how long the first agent was talking with the client?)
4. Second agent answers the internal call (no lookup here nor journalling after they finished)
5. First agent hangs up and the external call is being transfered to the second agent which results in journalling with... the first agent mentioned in the agent field (?). No information about the call between second agent and the client

What CRM are you using? Have you checked the 3cxSystemService.log to see what has been sent to the CRM?

There are also issues on 3cx windows phone app. It is configured to open an external application on every incoming call. When there is an external call it works fine - an app is executed. When there is attended transfer it works fine too - internal number is passed to executed app. BUT after the transfer is made the app should have been to executed once again - it's another incoming call (transfered) for this agent, isn't it? And unfortunately 3cx phone app does nothing...

This is by design, when the call is finally transfered, from the 3CXPhone app point of view there is a call already established, the other party changes but it's the same call, that's why the app is not launched.

 

[chryssalid]

This is by design, when the call is finally transfered, from the 3CXPhone app point of view there is a call already established, the other party changes but it's the same call, that's why the app is not launched.

That is not quite true - more testing resulted in totally different behavior on 2 other agents (3cx phones configured in the same way). The other test looked like this:

1. I've made an external call to one of our agent
2. Lookup was sent and the 3cx phone launched our custom app (which is good as the setting is "run on incoming call")
3. The agent made an attended transfer to other agent and suddenly his 3cx phone launched the app (which should not happened as - this is not an incoming call)
4. The second agent picks up the phone and his 3cx phone run external app (this time it is expected) - this is the first app run for this agent
5. After the first agent hangs up, a transfer is being made, a connection with original caller is established and 3cx phone runs external app (!) - which again is something expected

So, why does sometimes 3cx phone run external app on outgoing internal calls, and why does it sometimes not run anything at all after the transfer is made? Are there some per agent settings which could affect this?

It seems logic to me that 3cx phone should run again some external app after the transfer - the app should somehow know that the call is between an external number and SECOND agent, not the first one. (by the way the journalling was sent in this case after the call was finished and the agent field contained the first agent number). How can one recreate in the CRM whole history of connections without the data...?

I'll check the 3cxSystemService.log file and get back to you.

 

[chryssalid]

Worth to mention - in second test the second agent was only on softphone. Rest of the agents were on physical phones.

 

[edossantos]

Worth to mention - in second test the second agent was only on softphone. Rest of the agents were on physical phones.

That's probably causing the differente, when the 3CXPhone for Windows is working in CTI mode, the notifications are different than when working in softphone mode.

 

[chryssalid]

That's probably causing the differente, when the 3CXPhone for Windows is working in CTI mode, the notifications are different than when working in softphone mode.

OK, maybe that could explain some behaviors - where can I find information on these differences?

 

[chryssalid]

@edossantos in attachment are some events from 3cxSystemService.log. I've stripped the rest to be easy to read. Our test call is from external number 505167277 (at 2020/02/05 10:53:57.653). First internal extension (agent) receiving the call was number 124 who next made an attended transfer to ext. 198.

If there are so many data on this event - how can I send them to our CRM? Does some scenarios need to be configured to force sending more json requests?

 

[edossantos]

The log was not attached.

 

[chryssalid]

The log was not attached.

It was probably too large.

 

[edossantos]

The log shows that the call journaling is invoked for the first part of the call, between the external number and extension 124. When extension 124 calls extension 198 to make the attended transfer, this is a call between extensions, which is not reported through call journaling. I understand that the external party replaces extension 124, but this is not reflected in the events I see, and that's probably why the call is not being sent to journaling. Probably if you enable CDR generation, you will see the second call as a call between extensions, can you confirm this?

 

[chryssalid]

I've enabled CDR generation - where to seek mentioned calls - in system service log?

 

[edossantos]

CDRs are generated in CSV files in the 3CX server, please check this for the location:
https://www.3cx.com/docs/cdr-call-data-records/#h.ht0p6xsdi2ng