notification on missed calls outside office hours

[bit101]

Hi,

outside the office hours we have configured an IVR message for all DID´s that the office is closed. The IVR ends the call then.
Would it be possible that we can get a message for that missed calls?
In the 3CX client we dont get the missed calls numbers and also the email notification doesnt work. Only in the global caller list we can see the numbers but not in the clients.
So is there a solution that we can see the "missed calls" that have tried to call outside the office hours?

regards,
beon

 

[ChrisC_3CX]

An extension will not receive a missed call notification if the call did not reach it directly.

I think your best option would be to utilize 3CX's Call Reports. Create a Scheduled Call Report to run daily for the day before. You can specify the IVR's number so you only see those specific calls and also specify at what time it will be generated.

 

[bit101]

Hi Chris,

hm thats not what the customer wants. He would it like to see in the 3CX Apps or get an email immediately.
So would it be a solution to set a dummy extension so that the missed calls goes to that dummy and after that to the IVR message?

 

[ChrisC_3CX]

So would it be a solution to set a dummy extension so that the missed calls goes to that dummy and after that to the IVR message?

You could do that but the missed call notification would only exist on that dummy extension 3CX client. Are you saying you'll give all users access to this extension's webclient just so they can see these missed calls?

 

[bit101]

Yes i know. That means that only that extension will received this messages. Other solution would be to set outside the business hours each extension to status "do not disturbed" for externals calls. For this status we can forward external calls to the IVR and would get the message for missed calls. Woudl you agree this?

 

[ChrisC_3CX]

Other solution would be to set outside the business hours each extension to status "do not disturbed" for externals calls. For this status we can forward external calls to the IVR and would get the message for missed calls. Woudl you agree this?

But you would still need to somehow route the call to these extensions if they were to receive a missed call notification.

Maybe try using a Call queue to have all users receive an email:

Create a Call Queue to be used only for this purpose and have all extensions configured as Queue Managers of this Queue. Enable the "Notify Queue Manager when a Queue call is lost" and have the IVR route to this Call Queue instead of ending the call. You would have to then set the "Destination if no answer of the Call queue to end the call. You would also have to add at least one agent to the Call Queue, for this I would recommend creating a dummy extension. Do bear in mind that, all callers will hear a messaging saying that there are no agents available because of this setup. To avoid this you could create a custom System prompt to be used by this call queue specifically.

Note: The features mentioned in the above workaround are not designed for such a use case so do bear that there may be unwanted behavior that comes as a result of such a configuration. I'd recommend giving it a try to see if it works for your case or not.

 

[bit101]

Yes i can set for the status "do not disturbed" a forwarding to the IVR. When this status is set, i should get a message and the call will fordwards to the IVR or not?

 

[ChrisC_3CX]

Yes i can set for the status "do not disturbed" a forwarding to the IVR. When this status is set, i should get a message and the call will fordwards to the IVR or not?

I see what you mean, so you will be first sending the call to an extension, and since all extensions will be in DND because of Out of office hours, you'll set up the call forwarding rule for DND of all extensions to send the call to the IVR, is this correct?

If that's what you mean then yes, that should work, but bear in mind that only the extension that received the call while in DND will have a missed call notification.