Solved Missed Call Notification - Ring Groups

[Tyler - Velecor]

Hello,

Hoping for any help on an odd issue for my 3cx setup.

We use a ring group on inbound calls that ring 3 specific extensions and if no answer after 30 seconds, the call is rolled to another ring group to ring all phones.

When calls from the first ring group go unanswered, and during the inbound call to all phones, if answered the other extensions, that did not answer are showing a missed call from the persons name that answered but the callers external number.

Ex.

New missed call from Tyler Smith +16106000000

They are getting an email and a notification via the cell 3cx app. \

The part of the notification that says Tyler Smith is new and also the person that would have answered the the call during the second "ring all" ring group.

Any idea on how to get the answering user's name out of the notification?

Up until a day or so ago there was no name in the notification

 

[ChrisC_3CX]

Hello @Tyler - Velecor

Just so that I first better understand the situation, please confirm if I have understood correctly:

1. You currently have two Ring Groups let's say RG1 and RG2.
2. RG1 destination if no answer is set to RG2.
3. RG1 has the following members: 1,2,3.
4. RG2 has the following members: 1,2,3,4,5.

A call comes in with Caller ID: 77777

It is routed to RG1 and therefore rings extensions 1,2 and 3, Noone answers so the call is routed to RG2 so it now rings extensions 1,2,3,4 and 5. Extension 4 answers the call. Are you saying that extension 1,2,3 and 5 will get a Missed Call Notification saying that the caller was "477777"?

Also, please let me know what the two Ring Group names are (Ring Groups >> Name column) and what your settings are under Advanced >> Contacts >> Options >> Add Group, Queue or DID/DDI Names to Caller ID.

 

[Tyler - Velecor]

Hi,

Thanks for the reply and investigation on this.

The flow you mentioned is correct. The notification will list the name of person tied to the extension that answer but then list the external number like the example below.

"New missed call from Tyler Smith +16106000000"

Tyler Smith is who answered the incoming call, likely via 3cx app on their cell, and the number is the external caller ID of the incoming call.

RG1 - Service Team
RG2 - All Extensions

The setting under Advanced >> Contacts >> Options >> Add Group, Queue or DID/DDI Names to Caller ID.
is Do Not Add

 

[ChrisC_3CX]

@Tyler - Velecor,

If that's the case, you should've not received a missed call notification at all since we are talking about a Ring Group with ring strategy "Ring All" and a call that got answered by one of the agents. This is also mentioned in our training material: https://www.3cx.com/3cxacademy/videos/advanced/ring-groups/

Could you check if the "Ring my mobile simultaneously" is perhaps enabled for these extensions? If yes, temporarily disable it and check if the issue persists.

 

[Tyler - Velecor]

Thanks again for the feedback.

The Ring my mobile simultaneously is disabled at this time on all the extensions getting the notification.

I feel it makes sense the users in the first ring group that didnt answer the call get a missed call notification. The odd part is in the notification received that it is showing the agents name that answered the call during the ringing of the second ring group.

My mistake if I was not clear but the true issue is that the agents getting the missed call notification think the missed call was from the internal agent and not the external call.
Does the root issue make sense.
I don't want the name of the answering agent in the missed call notification to the agents that didn't answer during the first ring group.

 

[ChrisC_3CX]

@Tyler - Velecor

Ah yes, I had understood that the Missed Call Notification was received by Ring Group's 2 members as mentioned in my description earlier. In that case, a Missed Call to be received by Ring Group's 1 members is indeed expected. However, the Caller ID containing the name of the extension that eventually answered the call is not.

In order to eliminate this being a configuration issue, I would recommend simply creating two test Ring Groups(RG1 and RG2), create and add one test extension(EXT1) in the first one and another test extension(EXT2) in the second one. Have the first Ring Group's "Destination if no answer" route to Ring Group 2(RG2).

Try to replicate the issue by making a call to RG1, wait for it to reach the timeout and route to RG2. Once it does, answer the call on EXT2 and then hang up. Check to see if you get the same kind of notification on EXT1.

 

[Tyler - Velecor]

Hello,

I recreated the ring groups and confirmed the new groups handled the missed call notification properly.
The rings group that were in the the system that were giving trouble were very, old 3+years. Wondering if after many system upgrades of 3cx something had become corrupt in the configuration.

Thanks for the assistance!!