ReportCall is not triggered even if ContactLookup returns proper data.

[andrewbirrell]

Hi All,

I am getting below response in the log file even if contact lookup is perfectly done.
2021/12/03 09:58:43.460|4416|0076|Trac|CRM: missed call event received for a call which is part of multiple calls (ring group or queue) - call journaling in CRM is skipped

I am attaching the logs here with for the further reference. You can check the logs between 9:58:00 am to 10:00:00 am
I am not able to capture missed call events as API is not calling by 3CX.

Thanks

 

[Evolute IT]

Yes...

"missed call event received for a call which is part of multiple calls (ring group or queue) - call journaling in CRM is skipped"

This is how it works. A missed call to a queue or RG with multiple agents/users will skip the call journaling. That's by design.

 

[andrewbirrell]

Yes...

"missed call event received for a call which is part of multiple calls (ring group or queue) - call journaling in CRM is skipped"

This is how it works. A missed call to a queue or RG with multiple agents/users will skip the call journaling. That's by design.

Hi @ConceptsWeb
What if we can change the call strategy for Ring Groups from Ring All to Prioritised Hunt ?
Can that work ?

Thanks

 

[edossantos]

What if we can change the call strategy for Ring Groups from Ring All to Prioritised Hunt ?
Can that work ?

Yes, that will work. The problem is that with the current architecture, the call is reported by each extension. If we have a missed call from a queue or ring group in which many extensions rang, you will end up with many missed calls reported, one for each extension. This is why we decided to skip the call journaling in this case. We understand that this is a problem, but that's how it works for now. We're thinking on how to improve this in the future, however I can't tell if or when this will be improved.

 

[Evolute IT]

Yes, that will work. The problem is that with the current architecture, the call is reported by each extension. If we have a missed call from a queue or ring group in which many extensions rang, you will end up with many missed calls reported, one for each extension. This is why we decided to skip the call journaling in this case. We understand that this is a problem, but that's how it works for now. We're thinking on how to improve this in the future, however I can't tell if or when this will be improved.

But in a hunt mode it works? Like it journals the call to the last agent rang?

 

[edossantos]

But in a hunt mode it works? Like it journals the call to the last agent rang?

If only 1 extension rings, then yes. If the queue rings 1 extension, it doesn't answer, and then rings another extension, and this is missed too, then the call will not be reported.

 

[Evolute IT]

If only 1 extension rings, then yes. If the queue rings 1 extension, it doesn't answer, and then rings another extension, and this is missed too, then the call will not be reported.

Ah, makes more sense.

I think he was asking if in "Hunt" mode it would work, but from what you say, the mode doesn't matter. It just depends on the number of extensions rang.

 

[edossantos]

Ah, makes more sense.

I think he was asking if in "Hunt" mode it would work, but from what you say, the mode doesn't matter. It just depends on the number of extensions rang.

Exactly!