Missed Calls Counted for Agents in "Away" or "Do Not Disturb" Status Despite Forwarding Rule

[Sajjad.Khurshid]

Hi Team,


I have observed an issue in our 3CX system related to call forwarding and missed call reporting.


If an agent sets their status to anything other than Available (e.g., Away or Do Not Disturb) and configures a 20-second forwarding rule to another extension, they still receive missed call entries in their call reports, even though the call is being forwarded.


In my understanding, if an agent sets their status to Away or Do Not Disturb and has set up a forwarding rule, any calls during that time should not be considered as missed by that agent, since the call is being handled through a redirect.


Could you please confirm if this is expected behavior or if this is an issue/bug? Ideally, forwarded calls in such statuses should not count as missed in the original agent's report.


Looking forward to your clarification.

 

[KyriacosS_3CX]

Hello,

Are this agents in queues or are they receiving calls directly/via ring groups?

For queue agents, is the option "Log out from queues" enabled in their offline modes?

Also the 20s forwarding only applies if they are Available and therefore do miss calls.

Best,
KS.

 

[paulodagraca]

Hello Sajjad.Khurshid,

There are also other options in the status (away, dnd)


Paulo

 

[Sajjad.Khurshid]

Hello,

Are this agents in queues or are they receiving calls directly/via ring groups?

For queue agents, is the option "Log out from queues" enabled in their offline modes?

Also the 20s forwarding only applies if they are Available and therefore do miss calls.

Best,
KS.

Hello,


The agents are not in queues ,they are part of ring groups and also receive direct calls.


Also, could you please confirm if I am unregistered, will I still receive missed call notifications and it show count in reports?


Thank you.

 

[KyriacosS_3CX]

Direct and Ring Groups users will get a missed call every time their extension is reached and they do not answer.

 

[Sajjad.Khurshid]

Direct and Ring Groups users will get a missed call every time their extension is reached and they do not answer.

ok and if I am unregistered, will I still receive missed call notifications and it show count in reports?

 

[KyriacosS_3CX]

Device unregistered? In general if an extension is personally called and does not answer, it's a missed call.

 

[Sajjad.Khurshid]

Device unregistered? In general if an extension is personally called and does not answer, it's a missed call.

yes device unregistered, when the agent not in office and 3cx client is offline