Journaling_Outbound

[mahmoud.helmy@cairoairpor]

"I have a problem. I make outbound calls, and after the call ends, I need to know the reason. For example, if the customer rejects the call, it should show as 'busy.' If the customer doesn't answer at all, it should be considered a 'timeout' call or when i start outbbound and agent click decline it should be considered unanswer

the system Journaling calculate all call is "answered" in outbound


<Scenario Id="ReportChat" Type="REST">

<Request SkipIf="[ReportCallEnabled]!=True||[EntityId]==&quot;&quot;"

how fix it ??

 

[Evolute IT]

You can't. The call is considered answered if anything answers it (a person or a voicemail or another PBX.) There's no way to differentiate between those cases.

 

[mahmoud.helmy@cairoairpor]

This is not what I mean, sir. I know that if someone responds, whether a human or a voicemail >>>, you will be considered an answer. The problem is that when calling someone, he hangs up the call or does not answer at all, but it appears as having been answered.

You can't. The call is considered answered if anything answers it (a person or a voicemail or another PBX.) There's no way to differentiate between those casses

 

[edossantos]

This is not what I mean, sir. I know that if someone responds, whether a human or a voicemail >>>, you will be considered an answer. The problem is that when calling someone, he hangs up the call or does not answer at all, but it appears as having been answered.

There are many possible reasons for this. If 3CX receives the answer signal (200 OK), then the call will be considered answered. For example, when using a GSM gateway or an old FXO gateway, the gateway will immediately answer the call, and then deal with the audio. In order to understand why this happens, you need to start a Wireshark capture, and see who is answering the call.