Monitoring Outbound Calls

[zeeqon]

Hello,

I(we) have been using 3cx for over a year now, and I'm very happy with it.

Recently one of our clients decided to hire a sales team and start making sale calls.
They asked us if we could help monitor the calls in real time and I thought of the 3cx Wallboard but then I realized that it's focused on incomming calls and call ques so it is not fit for our purpose.

What they want to do basically is to keep track of the outgoing calls, from a few extensions and be able to see in real time
Number of calls made by a particular extension
Average Duration of calls made
Total Call time

They also use Zoho CRM (haven't integrated it yet).

Now I'm not an expert on 3cx, not even by far, I only work in the VOIP / telecommunicatons for a year and a half so I still have a great lot to learn. I was hoping maybe somebody with more knowledge would be able to guide me a bit.

Thank you !

 

[VoIPTools]

There are really only a couple of options, all of them require either custom programming or 3rd-Party tools. If you need real-time events the only custom programming solution is to subscribe to the 3CX Call Control API events and write the data to a database, then build your own wallboard that updates the screen as events take place. That requires a significant level of effort.

If you can tolerate something a little less than real-time, then you could configure 3CX to create CDR files that contain a summary of the call. This information should be enough to generate your requested statistics. But again, you will need to monitor for new files, parse the data as the files are created, then dump the data into a database and update your custom wallboard. Still a fair amount of work, but perhaps far easier than trying to communicate with the Call Control API.

Alternatively, you can look at our Wallboard which tracks both inbound and outbound calls. It has lots of stats including all the counters you mentioned plus many more and includes things like current presence, idle time, quotas, reports, etc.

I realize this may feel like a shameless plug for our Wallboard, but I have to say that of all the tools we have built (hundreds), Wallboards are perhaps the most challenging to build. For example, on very busy systems you can have thousands of calls per day and that's a lot of calculations to get things like average call length by agent, etc. Real-time performance is a significant challenge when you have to recalculate all the numbers after each call.