Missed inbound call reported as Answered in CRM API

[DeveloperFR]

Hello Team 3CX,

I am a developer and I am currently using your CRM API integration functionalities.

Using CRM "Call Journaling" function, I am able to log inbound and outbound calls.

I have compared my result, which i get from CRM API, with classic text log files generated by 3CX system :

• I have the same number of inbound and outbound calls
• Some of missed inbound calls, marked as Unanswered in classic text log file, are marked as Answered in 3CX Call Journaling API call.

I have read in some of this forum threads, that there might be a link with Queues :
https://www.3cx.com/community/threads/call-jourling.84306/#post-394268
where edossantos says : "Please note that missed queue calls will not be reported"

Could you please tell me, if this sentence means that missed queue calls are not reported at all, or if missed queue calls are reported as Answered (instead of Missed) ?

Thank you

 

[edossantos]

I have read in some of this forum threads, that there might be a link with Queues :
https://www.3cx.com/community/threads/call-jourling.84306/#post-394268
where edossantos says : "Please note that missed queue calls will not be reported"

This applies to old 3CX versions, and is not valid anymore.

In old 3CX versions, calls were reported from the extension's perspective, so a missed queue call was not being logged. Then we changed the way in which this works, and calls are reported using a system-wide perspective. This means that a single external call is logged only once in the CRM, no matter how many internal extensions were connected to the call. The answering status (missed / connected) is reported considering what happened with the call. As the queue will automatically answer the call to play music on hold, the call is considered answered, even if no extension finally gets connected to the customer.

The text file CDRs that you're comparing contains the details of each call leg, so you will see there if each part of the call was answered or not. This is why you see a difference there.

 

[DeveloperFR]

Many thanks for your quick and clear answer.

Now we have the confirmation that this behavior is by design and cannot be changed by modifying configuration somewhere.

Have a good day.