Missing cdroutput records, or incoming call isn't ringing to a Q agent.

[RonaldVanhove]

Hello,

Issue description:
Or: An incoming call isn't ringing to a Q agent
Or: Specific records of a call are missing in "cdroutput".

3CX Version: 20.0.7.1060
Data Connector: Data transferred to local PostgreSQL database and working fine.
For now, I transfer de CDR-records manually and don't delete the transferred data.

Description:

Queue Configuration:
* <queue X> with assigned DID
* Q max wait time: 45s
* Destination if no answer: Forward to <queue Y>

What:
>>> There is an incoming call to <queue X>, that wasn't answered and forwarded tot <queue Y>
Here is an example of what I see in the reports and cdroutput:

In CallReports:
* Start: 31-10-2025 13:40:00
* From: <externalline>
* To: <queue X>
* Direction: Inbound Queue
* Status: Unanswered
* Talking: 00:00:45
* Call Activity Details: Inbound: source > via trunk: > No answer, call forwarded to queue Y

>>> An agent was logged in, in the queue and 'free' to take calls.
In Agent Login History
* Agent X: Logged in, in <queue X> from 13:00:00 - 18:00:00

>>> In the cdroutput-records:

* Record with destination_entity_type = 'queue' and destination_dn_type = 'queue' is visible.
* cdr_started_at, cdr_ended_at & cdr_answered_at are correctly filled in.
* termination_reason_details = "no_answer".
>> But no polling-records are present while this should be.
I should expect a record with creation_method = 'route_to', creation_forward_reason = 'polling' and termination_reason = 'cancelled'

So I think the "source" waited, without the call being shown to the initial "destination", or the polling records are missing.
My guess: The polling records are sometimes missing. (In a month: 3548 calls on a total of 29615)


Side-Question 1:
In the CallReports: How can a call be "talking" while it is unanswered?
Or I just must interprete this as "waiting time".

Side-Question 2:
For now, I transfer de CDR-records manually and don't delete the transferred data.
Are only the records transferred of a completely finished call, or are ongoing calls also transferred?

 

[KyriacosS_3CX]

Hello,

PMed you for some more info.

Thanks,
KS

 

[RonaldVanhove]

Hello,

PMed you for some more info.

Thanks,
KS

Sure,

Here is a zip file with the following:

4 examples: 2 calls where cd "polling"-records are missing, and 2 calls where they are present.
The 4 calls are identical route-wise.
=> Incoming call, no answer (with an agent logged in), forwarded via the Q's "destination if no answer" to another Q.

Screenshots of the Q 'general settings', 4 screenshots of "call log"-reports, and an csv with the corresponding cdroutput records are included in the zip.

(I cleared out the sensitive information in the screenshots, and also left those columns out in the cdroutput-records.)

Let me know if you need something else....

 

[KyriacosS_3CX]

Looking at 342 / 340 -

In 342 we are seeing the agent rejecting the call when polled.
In 340 there is no polling perhaps due to agent being busy on another call at that time.

What are the queue/agent options? Life time, ring while on call/ take multiple calls. All would affect exactly what happens.