Missed Calls not Logged & Voicemails Logged as Answered Calls

[daltonmcgehee]

Our instance is not logging missed calls. The resulting voicemails are logged as answered calls but with me as the task owner instead of the call recipient. I've included a screenshot of a timeline where one of our agents missed a series of calls from a customer and the correlating call log in 3CX.

 

[edossantos]

Calls are logged for the last extension that handles the call, in the case of calls sent to voicemail, these calls will be logged as answered for the voicemail's extension (for example 999). This is something that we're changing in 3CX v18 Update 8, in this update we will start logging those calls for the extension instead, however they will still be logged as answered if the call is connected to the voicemail, because that's how 3CX will see the call status in that case.

 

[daltonmcgehee]

That's good to know. To better my understanding, would "Missed Call" be logged in the CRM only if the extension receiving the call does not have voicemail set up?

 

[edossantos]

That's good to know. To better my understanding, would "Missed Call" be logged in the CRM only if the extension receiving the call does not have voicemail set up?

For the call to be logged as missed, it must not be answered by any endpoint since the call arrives to 3CX. For example, if the call goes to the extension through a queue, it will be answered by the queue. The same with a voicemail after the extension doesn't pick up.

 

[daltonmcgehee]

If we have a call go through a queue, and an agent picks up the call, has a conversation, and ends the call, does the call get logged as answered by the agent, queue, or both?

This helps tremendously. I've misunderstood the way 3CX handles calls.

 

[edossantos]

If we have a call go through a queue, and an agent picks up the call, has a conversation, and ends the call, does the call get logged as answered by the agent, queue, or both?

The call is logged for the agent in that case. As a rule of thumb, always the last endpoint that deals with the call.

 

[daltonmcgehee]

Awesome. Thanks for your help on this one.

Looking forward to Update 8. I'll just wait until then to see what changes.