Missed Call Notification not for forwarded Calls

[LH74]

I have a (virtual) Extension (with no phone connected), to handle a department's own business-hours and to provide a group-mailbox (voicemails are sent to a public email-inbox). The reason why I handle the departments business-hours not by DID-rules is, that this department has more DID's the agent should be able to differentiate and I do not want to have to care the business hours on all DID's individually.

This extension has autoswitch (by the department's own business-hours) enabled with two forwarding rules:

Extension Status "Available" = Calls are forwarded to Call Queue when "phone is unregistered" (which is of course anytime)
Extension Status "DND" = Calls are forwarded to Voicemail

Everything is fine, except I want to get informed by missed calls when caller reaches the voicemail, but do not leave a message, only. Currently every call during business-hours which is forwarded to Call Queue is causing a missed call.

I have tried already the following (unsucessful) Workarounds:

1. Disabling eMail Notification on missed calles for that virtual Extension
   -> No Missed Call upon Voicemail Callers leaving no message
   
   
2. Setup an exception Rule for all Callers (ID = *) forwarding the Call to Call Queue
   -> Works fine, meaning, no missed Call notification anymore when Call is forwareded to Call Queue but that exception Rule is active everytime regardless of Extension Status / AutoSwitch / department's business hours.

Is there a way to get informed when a caller is reaching a Voicemail but don't leave a message (hang up during annoucement)?
Is there a way to setup exception Rules either based on Extension Status?

I know that I could setup exception rule based on individual office hours, but I want to be able to change the Extension Status (and the call routing mechanism) manually for individual holidays of the department.

 

[ChrisC_3CX]

Is there a way to get informed when a caller is reaching a Voicemail but don't leave a message (hang up during annoucement)?

Firstly, I'm afraid this is not possible as once the call has been forwarded, regardless of the destination, the extension that forwarded it will be notified of a missed call.

Secondly, you are probably also receiving missed call notifications for calls forwarded to the Call Queue too, which, as I understand, you do not want happening either.

That said, there may be something you could do for the second part by adding a second dummy extension to the mix.

1. Create a second dummy extension and configure it with the email address used currently for missed call notifications.

2. Add an exception to it to route calls to the Voicemail at all times and also enable the "Send email notification on missed call" option.

3. On the first existing dummy extension, disable the "Send email notification on missed call" and remove the email also. Then change all of its forwarding rules that send the call to voicemail and have them send the call to the second dummy extension instead.

The above should at least allow missed call notifications to only be sent if the call went to voicemail.

 

[LH74]

Firstly, I'm afraid this is not possible as once the call has been forwarded, regardless of the destination, the extension that forwarded it will be notified of a missed call.

This is only on status-based forwarding... If forwarded by exception rule the call isn't handled as missed call, thus there is no missed-call notification in those cases.

So there is no system-wide option to get noticed whenever someone calls a voicemail and hangs up before recording? This might be a general need regardless this special scenario to follow-up calls where callers do not leave a message. For now, we only get voicemail-notification, if the callers wait until recording starts (empty Voicemail).

 

[ChrisC_3CX]

This is only on status-based forwarding... If forwarded by exception rule the call isn't handled as missed call, thus there is no missed-call notification in those cases.

You should actually receive a Missed Call notification for exception forwards as well.

So there is no system-wide option to get noticed whenever someone calls a voicemail and hangs up before recording? This might be a general need regardless this special scenario to follow-up calls where callers do not leave a message. For now, we only get voicemail-notification, if the callers wait until recording starts (empty Voicemail).

I'm afraid not, but, if the call went through an extension first, such as this case, and then got forwarded to voicemail due to forwarding rules or exception, then a missed call entry will get logged for that extension.