Missed call notification during Holiday IVR

[Kym Busby]

HI all,

Is there a way to trigger a missed call notification if a caller hangs up during the playback of the Holiday IVR messages? I have a client that rings back every missed caller, but these ones do not register.

Happy to implement a work around if there is one.

Thanks
Kym

 

[AWS2P]

Don't understand, if caller is not registred in 3CX how do he knows someone calls him?

 

[AWS2P]

Do you mean there's nothing in call history like this?

 

[Kym Busby]

Do you mean there's nothing in call history like this?
View attachment 12939

Yes, we see this, but the customer want's to be notified by email when these callers hang up during the playback of the message. Right now, it only notifies if they hang up once they get to an extension in a queue...

 

[YiannisH_3CX]

Hello @Kym Busby

Since calls are routed to the holiday IVR they are not actually ringing an extension so no missed call appears. Your client will probably have to check the call log for calls arriving at the holiday IVR during holidays period.

 

[AWS2P]

don't think there's a 3CX email notification for Holidays Callers

 

[Kym Busby]

We've observed if the call goes to an extensions voicemail and the caller hangs up, we do get the notification emails.

Based on this, the only way I can see to achieve this is to create a dummy extension for each holiday period, and use the CFD to create a date/time based transfer. This way we can have the holidays pre-programmed in with the correct recordings AND get the notifications.

 

[AWS2P]

why not setting a VM directly in DNA HOL IVR ?

 

[Kym Busby]

Because we have separate greetings for different holidays. If callers hang up when these greetings are being played to them, there is no notification email of them doing so. I know it sounds silly, but this client is very protective of their business against competition, so they actively call EVERY person who calls them and hangs up to ensure they never miss an opportunity.

 

[AWS2P]

I don't understand what different greetings holidays matters, if you set a voice mail box in DNA on your HOL IVR, then when someone call you, you can let him a way to let a message and then be notified from VM , that's not what you want to do ?

 

[Kym Busby]

I don't understand what different greetings holidays matters, if you set a voice mail box in DNA on your HOL IVR, then when someone call you, you can let him a way to let a message and then be notified from VM , that's not what you want to do ?

No you are not understanding what we want to do. If someone calls, but hangs up during the playback of the IVR greeting as designated by the specific holidays we've configured, there is no ability to have a email notification of this hang up. We have the voicemail part fine, but if the caller doesn't stay connected before the VM starts, then there is no notification, as they haven't yet reached the extension.

 

[NickD_3CX]

Because we have separate greetings for different holidays. If callers hang up when these greetings are being played to them, there is no notification email of them doing so. I know it sounds silly, but this client is very protective of their business against competition, so they actively call EVERY person who calls them and hangs up to ensure they never miss an opportunity.

There is no built-in function to send out emails when caller hangs up while listening to an IVR prompt, be that a normal Digital Receptionist or HOL IVR.
Someone mentioned CFD and I think that is the only way you could do this.

The general logic you would want to implement is:

• If holiday A --> play Prompt A
• If holiday B --> play Prompt B
• If holiday C --> ...
• Else --> send to non-holiday IVR

Now in the CFD in the "Disconnect Handler Flow" (what is done when the call is ended), you could do some C# code magic and compare the time that the call came into the system initially with when the Disconnect Handler was triggered to get how long the caller was in the CFD.
Then you could implement a logic like "if duration < 20 seconds, send email".

I am pretty sure with a bit of effort you could do this with the IVR.

 

[AWS2P]

Ok sorry for lost time .