Missed call notification when forwarded to "end call"

[weimerd]

Hi,

I'm having an issue here with an installation. Running latest V16 Enterprise version in Azure.

The customer wants internal calls to extensions to forward to "end call" (no voice mail etc.) after 30 seconds. No problem so far. But if a call is forwarded to "end call" there is no missed call notification or email notification. Obviously the customer wants the missed call notification.
Could someone help me out here?

I tested with forwarding to a deactivated mail box (missed call and email notification works here). But customer does not like to get the generic message at the end of the call (no voice mail has been setup).
I tested with forwarding to the exact same extension again. It results in missed call and email notification is working. But if the caller rings for lets say 90 seconds then three missed call notifications are generated...

Is there a possibility to get missed call notifications when forwarding to end call?

 

[NickD_3CX]

What device is receiving the call?
Assuming the call is being made directly to the extension and not through something like a Queue, then a missed call will appear.

 

[weimerd]

What device is receiving the call?
Assuming the call is being made directly to the extension and not through something like a Queue, then a missed call will appear.

no matter which device.
Test scenario:
Extension (Webclient) is being called from another extension (webclient). After 30 seconds the internal call is forwarded to end call. No missed call notification appears. There is no entry in user call list at all. The user on webclient extension just cannot see the missed call. Only in admin console I can see the call has been made from one to another extension.
If the internal call is being manually dropped before it is being forwarded, then a missed call notification appears.

 

[NickD_3CX]

I'm not sure what you are doing differently, but I just double-checked this on a WebClient as well and it shows up just fine:

 

[weimerd]

I'm not sure what you are doing differently, but I just double-checked this on a WebClient as well and it shows up just fine:
View attachment 22409

View attachment 22410

well, if the call is dropped manually then no issue.
The issue only appears if the call is being forwarded to "end call"
Extension 1 gets a call from extension 2.
Extension 1 won't pick up the call.
After 30 seconds the call is being forwarded to "end call" (see screenshot setting in admin console)
The missed call does not appear in call history of extension 1.
I only can see the call in admin console (call history)

The only change I can see is a different voice record for "DISABLED_FWD" (calldisabled_fwrule.wav). But that should not influence here, right?

 

[NickD_3CX]

One moment, I have an idea. Please go to Settings --> General and tell me, is "Play Busy prompt when extension is busy" checked?

 

[weimerd]

One moment, I have an idea. Please go to Settings --> General and tell me, is "Play Busy prompt when extension is busy" checked?

yes

 

[NickD_3CX]

That's why, if you uncheck it you will see the missed call.

The technical reason is that when you have this option enabled, yes the call was routed to "End Call", but in fact the call was answered by the system that played back to you the prompt, so technically the call was answered by the system.

 

[weimerd]

That's why, if you uncheck it you will see the missed call.

The technical reason is that when you have this option enabled, yes the call was routed to "End Call", but in fact the call was answered by the system that played back to you the prompt, so technically the call was answered by the system.

that fixed it. But sadly now the custom message won't play.
I fully get your point from technical view. Maybe that's something that could be fixed in next version
Missed call should be shown also when playing busy prompt.

 

[VasilisV_3CX]

Hi @weimerd,

As this is currently expected behaviour, I suggest speaking with your 3CX Partner and having them escalate this to the Ideas Forum on your behalf.

 

[weimerd]

Hi @weimerd,

As this is currently expected behaviour, I suggest speaking with your 3CX Partner and having them escalate this to the Ideas Forum on your behalf.

no partner there. We are some steps away to be a registered partner. So we gonna wait till we reached our goals and post it by ourself... Meanwhile we fully trust in you noting down this "issue"

Thanks for all your help, highly appreciate it.

 

[VasilisV_3CX]

No problem @weimerd, best of luck on your road to becoming a registered partner. If you need any further help, feel free to open a new thread.

 

[weimerd]

Hi @weimerd,

As this is currently expected behaviour, I suggest speaking with your 3CX Partner and having them escalate this to the Ideas Forum on your behalf.

btw I won't call it an expected behaviour. It seems like a logic bug. Technically it is clear to understand that the system "thinks" the call has been taken and therefore not throwing a missed call info. But logically the missed call info should be thrown.
Just as a closure