MSSQL Integration not all calls entering the call journal

[doganguler]

Hi everyone,

I applied the tricks of @jey_007 at post https://www.3cx.com/community/threads/call-journaling-doesnt-work-in-sqlserver.65807/#post-285264 and managed to run the Call Journaling.
But this time, results did not match with the reports\call report; for one number I believe I narrowed the mismatch:

what I see in call report:

Call Time	Caller ID	Destination	Status	Ringing	Talking	Totals	Reason
11/27/2019 12:40:44 AM	-55555555​	Q Manager (803)	unanswered	00:00:00​	00:00:52​		Terminated by (555555555)
11/27/2019 12:43:08 AM	Ignore, Ignore (555555555)	Q Manager (803)	unanswered	00:00:00​	00:00:18​		Terminated by Ignore, Ignore (555555555)
11/27/2019 12:43:40 AM	Ignore, Ignore (555555555)	Q Manager (803)	unanswered	00:00:00​	00:00:12​		Terminated by Ignore, Ignore (555555555)
11/27/2019 12:24:54 PM	Agent-x (204)	55555555​	answered	00:00:19​	00:00:03​	00:00:22​	Terminated by Agent-x (204)
11/27/2019 12:32:33 PM	IVR (MakeCall)	55555555​	answered	00:00:22​	00:00:01​		IVR (MakeCall) replaced by Q myqueue (811)
	55555555​	Q myqueue (811)	answered	00:00:00​	00:00:02​		Q myqueue (811) replaced by Agenty (203)
	55555555​	Agen-y (203)	answered	00:00:02​	00:00:01​	00:00:28​	Terminated by Agent-y (203)

what I see in mssql;

record_id	CallType	Number	Agent	Duration	CallDuration	Date_Time	CallStartTimeLocal	CallEndTimeLocal
101307​	Outbound	555555555​	204​	00:00:22.0000000	22​	2019-11-27 09:24:00.000	2019-11-27 12:24:54.000	2019-11-27 12:25:16.000
101331​	Inbound	555555555​	203​	00:00:02.0000000	3​	2019-11-27 09:32:00.000	2019-11-27 12:32:56.000	2019-11-27 12:32:59.000

first 3 lines in call report are not seen in mssql, btw I see ignore, ignore as name so I believe the records some how entered the rules... how can I solve this?

as the last remark I can see the Notanswered record for this number in mssql which is associated with an agent; my comment here is unaswered and notanswered are not same and if it is not related to an agent we lost unanswered calls in integration; again, any suggestions to walkaround of this issue within integration?

record_id	CallType	Number	Agent	Duration	CallDuration	Date_Time	CallStartTimeLocal	CallEndTimeLocal
102513​	Notanswered	555555555​	205​	00:00:09.0000000	9​	2019-11-27 17:49:00.000	2019-11-27 20:49:03.000	2019-11-27 20:49:12.000

thanks in advance

 

[edossantos]

Hello @doganguler,

In first place, let me say that the information reported by Call Journaling is not exactly the same than what you will see in the 3CX Reports. And this is by design.

In 3CX Call Reports you will see every detail of the call. For example, an incoming call that is connected to a queue, then the queue transfers it to an agent, then the agent transfers it to a new destination. All these call segments are shown as different rows in this report.

On the other side, the Call Journaling will report only one entry for each inbound call. So, in the same case than before, you will see a single call to the final destination, and including the total connection time.

If you need the details of every call segment in your database, then you need to process the CDRs generated by 3CX:
https://www.3cx.com/docs/cdr-call-data-records/

 

[doganguler]

Hello @edossantos ,

I am all ok with:
"On the other side, the Call Journaling will report only one entry for each inbound call. So, in the same case than before, you will see a single call to the final destination, and including the total connection time."

My problem is, unanswered calls to the Q Manager did not enter the call journal. Is there a way to do it?

 

[edossantos]

My problem is, unanswered calls to the Q Manager did not enter the call journal. Is there a way to do it?

This could happen if you are using a Ring All strategy in your queue, more than 1 extension rings, and then the missed call is not reported because we can't report 2 missed calls for a single inbound call.

You can avoid this by changing the ring strategy, so only 1 extension rings at a time.

 

[doganguler]

thank you for your response, I will check if we can make such configuration.

 

[wsd-tim]

In first place, let me say that the information reported by Call Journaling is not exactly the same than what you will see in the 3CX Reports. And this is by design.

We really should be allowed a choice. This is quite important sometimes, as it is the default for many phone systems like FreePBX and NEC phones.

If you need the details of every call segment in your database, then you need to process the CDRs generated by 3CX:

CDRs generated in this fashion does not have the required segment information to generate the multiple lines.

Only way is to get the call segments from the database directly using the read only account. (Yes I know unsupported so we can't do it). Even then, it's logged in 2 blocks only when the call completely ends and not when the segment ends, so useless on a real time system.