Missed calls not in called party's log if call ended due to timeout

[antrill]

Hello,
We have the sad phenomenon that direct calls to an extension are only shown in the called party's call log as "missed call", if the caller hangs up BEFORE the set max number of seconds for ringing is reached. (Not talking about queues or redirected calls). It occurs both with internal and external calls, and in all clients (web client, Desktop App, Smartphone App).
When someone has set: "If I do not answer calls within: 20 seconds. Forward internal calls to: End call" in their "Available" Status, and the caller waits for the full 20 seconds -> no missed call in the queue.
Another strange thing: The (internal) caller sees the name of the called party in his outgoing list ONLY if he hangs up before the timeout. If the call is dropped by the timeout, his log only shows the extension number, no name.

I guess that is not supposed to be like this? Can I configure it somehow that all missed direct calls are logged?

Thanks,
Andreas

 

[VasilisV_3CX]

Hi @antrill,

I've not been able to replicate this. Letting the call go to End Call, after 5 seconds as a test - I see the call in my Missed calls section after clicking something else like Teams then clicking back to the Calls tab. Same thing with the caller's Outgoing log, it's there.

 

[antrill]

Hi @VasilisV_3CX,
I am not sure if this was from the beginning or it started later (we migrated from V16 to V18, are on current version).
I can replicate with multiple, if not all users. I did change an audio file in the past, but I'm not sure if it was this "Extension not available" that is played when someone does not answer. If logs would help, I can provide them via PM.

 

[antrill]

Hi @VasilisV_3CX
I found out it depends on the general option "Play Busy prompt when extension is busy". If this is set and the prompt gets played, there is no missed call entry. If I disable it, everything is OK.
Maybe this busy prompt is handled internally like another extension to which the caller is forwarded?
If so, it would be nice if you could change this in an upcoming version, because the call entries are important to many, regardless of a prompt being played.

Best regards,
Andreas

 

[VasilisV_3CX]

Hi @antrill,

Technically, from the PBX's standpoint it sees it as an answered call, but logically I understand that this isn't correct. We're investigating this and will revert as soon as we have an update.

 

[antrill]

Thank you!