QCB handling

[Alphabetic]

Hello

i've got a Q set up for QCB to use a prefix 444.

The 2nd rule in my outbound rules is to match anything with prefix 444 then remove the first 3.

I've noticed when looking at the statistics that some calls are going out with 444 still and some are not.

 

[DimitrisL_3CX]

Hello @Alphabetic,

Are you sure the calls are using the correct outbound rule?
The calls will use the first one that matches starting from top to bottom.

 

[OlegR_3CX]

Hi there.
For the "Failed" error you have it can be a networking issue where the PBX could not send the call to the agent which is 692, and in your case maybe is a 3CX mobile app.

 

[Alphabetic]

Hello @Alphabetic,

Are you sure the calls are using the correct outbound rule?
The calls will use the first one that matches starting from top to bottom.

How could it possibly use any other rule then the one specified? Its the 2nd in the outbound rule with the 1st one being for the bridge. In what scenario would it skip?

 

[Alphabetic]

On another note, I've pulled off these 2 reports.

Can you tell me if i'm interpreting it correctly?

on 27th March there are 173 calls in the queue.

88 Abandoned I need clarification on this terminology - this include failed QCB? - what is abandoned? if 21 are failed QCB does this mean 67 called the queue and hung up before it was answered/requested QCB?

106 of these calls requested a call back and 85 of them was successful.

What constitutes a failed QCB? Wrong number? Didnt answer? If they get to VM does this count as a successful call?

 

[OlegR_3CX]

@Alphabetic
Hi there.
I will try to answer your questions here, however can you please first clarify something, so when you say,

If they get to VM does this count as a successful call?

(i) Do you mean, that the call comes to the Queue, the caller requests the call backup and then once it polls the agent and rings, the agent instead of answering presses the button to send the call to the Voicemail?
(ii) Or do you mean the agent answers the call, and Phonesystem now make an external number, which goes to the Voicemail of the external number?


Thank you

 

[Alphabetic]

@Alphabetic
Hi there.
I will try to answer your questions here, however can you please first clarify something, so when you say,


(i) Do you mean, that the call comes to the Queue, the caller requests the call backup and then once it polls the agent and rings, the agent instead of answering presses the button to send the call to the Voicemail?
(ii) Or do you mean the agent answers the call, and Phonesystem now make an external number, which goes to the Voicemail of the external number?


Thank you

Hi Oleg,

the scenario is (ii). QCB rings agent, agent waits for external call and it goes to their VM.

 

[OlegR_3CX]

Hi David, and hope you are doing well.

So once the call goes to voicemail, the 3CX will answer the call since it was auto-answered by the caller, its provider.
Also, something else to consider for the failed QCB:

• after the caller requests a callback (if it's enabled) Callback will be not performed for some reasons such as no outbound rule is there created for the system call, or the number that is requested is in the wrong format and does not match the rules.
• even when the queue callback is made (which means that the queue polls the agents and the agent now is waiting for the other end to pick up the call) and before the call is answered (in the ringing stage) is getting dropped by the agent (so agent waiting and then end hangs up), this will be failed call back as well as an abandoned queue call.
• another factor can be that queue timeout has been exited (even if the call was requested as a callback since the timer continues and it can run out) or the caller hangs up the call.
Something else to add to the above, it tried to call out when the agent answered the call, and in exact timeout (total waiting time in the queue), ok, this one is a bit unlucky
• sometimes the agents instead of answering the call, they press "Send to Voicemail", and this will be counted as an abandoned call

so if the call was a QCB agent could do the same, and again the same will be the outcome Abandoned call + Failed call back
and in the report, you will see something like that :



where you can see keywords, such as "replaced by VMail" and "Picked up by VMail" (just in case you see some of the mismatches, you could use them to search for the calls)

and here is the report of Failed callback of the above: