Reporting on Unanswered calls

[PhoneMan123]

Clients has a simple request for a report on calls to his backup ring group that go unanswered and end up in voicemail. Figured it would be easy enough but when I run the Call Log report on the backup ring group I get a report with all of the calls to the group both answered and unanswered.

Call flow is Ring Group A 12 seconds -> Ring Group B 30 seconds -> Voicemail. When I run a report only on Group B and only Unanswered calls I'm given all of the calls marked as Redirected but are still answered as well as the few Unanswered ones. Am I missing something here or is there a way to exclude these Redirected but answered calls? Why are they even showing up in the report if they have been answered?

 

[nikolascx]

Hello thanks for reporting.

Re "Answered calls" Are you 100% sure that they are answered by a human or by Voicemail?

If you confirm with certainty that they are answered by a human extension, and they still show when you filter Unanswered, then speak to @KyriacosS_3CX in private and lets report a bug.

Make a call like you state but the final destination should be NOT Voicemail. (Voicemail is tricky)
Scenario1:
You need RGA -> RGB -> Human Answers and drops.
Is this showing when you do Unanswered?
If yes, Bug. If not, we are good.

Scenario2:
Then make the same and replace "Human" with Voicemail.
Is this showing when you do Unanswered?
In my opinion, although technically the voicemail answers, it should be counted as Unanswered. Because it was not answered by a human. But lets see about this.

Report your experience on scenario 1 first and then we can tackle 2.
Lets break this down into smaller parts. Thanks for reporting.