Problem about Talking time on 3CXV.14

[waranon]

I got problem about Talking time between Extension Statistic report and Call reports when I listen my agent as following.

- Extension Statistic Report : EXT 1510

You can see Total Talking time is 1 minute 53 seconds.


I use Call report for separate Inbound Call and Outbound Call to compare with Extension Statistic Report.

- Call reports : EXT 1510: Inbound Call

You can see Inbound Talking time is 40 seconds.

- Call reports : EXT 1510: Outbound Call

* I listen Ext 1510 by Ext 1507 at 05:19 pm in second line.
You can see Outbound Talking time is 1 minute 30 seconds.
So Total Talking time (Inbound + Outbound) is 2 minutes 10 seconds It's different with Extension Statistic report about 17 seconds.

I think something wrong on Extension statistic report It not include Agent's Talking time before I listen him in first line at 05:19 pm. as below

Please suggest me about this problem. I need to use Extension statistic report for calculate Agent's talking time.

Regards,
Waranon P.

 

[NickD_3CX]

I have 2 questions:
- Did you Barge In to the 17 second call?
- Are you using a version of 3CX older than V15 SP4?
(there was an issue with barge in but was fixed in V15 SP5)

 

[waranon]

Answer your question.
1. Yes, I did it at 17 second.
2. I use 3CX version 14.

Can you show me a detail about 3CX V. 15 SP5 ?

Thank you for your support.

 

[NickD_3CX]

Can you show me a detail about 3CX V. 15 SP5 ?

I am not sure what you mean, but to address this you will have to upgrade to V15 SP4 or newer (I was wrong initially, it was fixed in SP4, not SP5)

The Build History can be found here: https://www.3cx.com/blog/change-log/phone-system-change-log/
Under the SP4 build you find: "Fixed Barge-in calls which was reflects wrong calculation to Myphone Call History & Call Reporter."

 

[waranon]

Thank your very much.