Missed call after a call is transferred to an extension

[cilcomm]

An external call is ringing to a call queue and is answered by Extension A (Extension B is in the call queue but logged out) .
Extension A "Attended" transfers the caller to Extension B.
Extension B answer the call within two rings and has a conversation with the caller, then hangs up.

Extension B's call history shows the transferred call a missed call in their deskphone and in the webclient call history.

Can anyone explain this? why is a call that has ben answered, showing as a missed call?

They are using 3CX Version 20.0 Update 7 (Build 1080 Release) and all users have Yealink T54W phones that area also SBCs.


thanks,

 

[TheodorosG_3CX]

What information you see in the Call Log report for this specific call?

 

[cilcomm]

THe call shows as a missed call for both extension 283 and Extension 300. Even though it was answered and tranferred.

 

[TheodorosG_3CX]

Is the Ring My Mobile option enabled?

 

[cilcomm]

No, the 'ring my mobile' option is not turned on for either extension.

 

[TheodorosG_3CX]

Did you used the call pickup option or normal answer the queue call?

 

[Kevin Attard Compagno]

Could you also send a pic of Extension B's call history that shows the problem you are describing?

 

[cilcomm]

Did you used the call pickup option or normal answer the queue call?

it was a normal answer from the call queue

 

[cilcomm]

Could you also send a pic of Extension B's call history that shows the problem you are describing?

In 3cx it doesnt show a missed call, but the physical desk phone shows a missed call. Even though the call was answered on the physical desk phone. BOth users have the mobile app bu the call was answered on the desk phone, as it was described to me.

 

[Kevin Attard Compagno]

The only way that I can see that making sense is if the deskphone received 2 call attempts from the queue - one which was NOT answered, and one which was. Otherwise, I suspect that you may have received an inaccurate description from the user.

 

[cilcomm]

I could agree with that.
The call log doesnt show multiple calls at that time for that call queue, or that the same caller made a call to the queue and then hung up and called the queue again.
below is part of their descirption of the issue, maybe theis can help in the diagnosis.

"…for example – When I pick up an incoming call and transfer it to Dave, he takes the call and all works fine. However, the call list on the app and the history on his phone shows it as a “missed call” from me.
Jim transferred one to me today, and I answered the transfer, and in my call history on the Yealink phone it shows up in Red – as a missed call from Jim."

In this case, Jim would be a different extension than what was listed in the original post. Jim would be Extension C. BUt it helps demonstrate that it seems to be any call transferred and answered show up as a missed call. This is happening on teh yealink phones and the mobile app. If it were just the yealink deskphones i would think it could be firmware, but since the mobile app is also showing a missed call, it must be 3CX. However as mentioned above, the call in the 3CX admin portal call log report doesnt show it as a missed call and Extension A's call history in the 3CX desktop client doesnt show it as a missed call.
I can now only assume that the descirption is inaccurate. The customer is about 3 hours away so a service call to site isnt probable. Maybe I can get them recreate the scenario and video the issue as it happens so that i can see it in process.

 

[NikosT_3CX]

@cilcomm I would recomend opening a ticket to our support portal in ordert to check the logs and see what
the PBX sends.
Put the PBX in Verbose, start pcap, replicate the scenario and provide us the files.
Let us know also the From, To and the time of the call that had the issue.
We will check it and advise in the ticket.

 

[cilcomm]

I will start that process and have them re-create the call scanario

 

[Kevin Attard Compagno]

If you are going to get them to recreate the scenario, then get them to perform it twice:
test 1 - incoming call ringing on both deskphone and the app; forward from deskphone, and check the "missed call" behaviour
test 2 - incoming call ringing on both deskphone and the app; forward from app, and check the "missed call" behaviour

...to get closer to the truth, hopefully.

 

[DimitrisL_3CX]

Can you please clarify the exact steps the user takes to transfer the call?

As I can understand from the description, they do a semi-attended transfer. So they place on hold the current call, then they use attended transfer and dial the extension. While the extension B still rings, and before answering, they transfer the call. That is why you see a missed call from extension A which is expected as the call extension to extension was never answered.
If this is not the case though, by all means open us a ticket to check this further from the logs.