We recently upgraded to V16.3.
With the old call flow designer format (3cx V15.5), our customer care team could create reports that would monitor external calls coming into a location that was using the call flow process. The inbound rule for a particular location would point to the Call Queue for that location which had an extension number assigned to it. Customer Care would run a report on external calls to that extension and pull the number of answered vs not answered calls.
Basic rundown of the old process.....
Inbound Call (all lines for a particular location would use the same call flow destination)
Call is sent to the Call Queue with it's unique extension number of 25090
The old call flow app for that queue would take over and handle the calls according to time of day
Customer care would run a report on external calls sent to extension 25090 to get the number of handled calls vs calls that were not handled by staff.
With the new process of pointing the calls directly to the call flow app (not by extension number) they can no longer run reports on the calls to that inbound rule.
I thought about creating a dummy extension, pointing the inbound rule to it and permanently forwarding the extension to the call flow app. However, forwarding from an extension to the app is not an available option.
Creating reports relating to the new app process does not seem to be an option.
And in case someone is going to recommend it, creating our their reports directly from the call database is not going to be a viable option for them.
Anyone have an recommendations?
With the old call flow designer format (3cx V15.5), our customer care team could create reports that would monitor external calls coming into a location that was using the call flow process. The inbound rule for a particular location would point to the Call Queue for that location which had an extension number assigned to it. Customer Care would run a report on external calls to that extension and pull the number of answered vs not answered calls.
Basic rundown of the old process.....
Inbound Call (all lines for a particular location would use the same call flow destination)
Call is sent to the Call Queue with it's unique extension number of 25090
The old call flow app for that queue would take over and handle the calls according to time of day
Customer care would run a report on external calls sent to extension 25090 to get the number of handled calls vs calls that were not handled by staff.
With the new process of pointing the calls directly to the call flow app (not by extension number) they can no longer run reports on the calls to that inbound rule.
I thought about creating a dummy extension, pointing the inbound rule to it and permanently forwarding the extension to the call flow app. However, forwarding from an extension to the app is not an available option.
Creating reports relating to the new app process does not seem to be an option.
And in case someone is going to recommend it, creating our their reports directly from the call database is not going to be a viable option for them.
Anyone have an recommendations?
