Solved Reporting question

[JosIPVG]

Goodmorning gents and gentettes,

For one of our clients im running into a wall , wich i probably placed there myself but maybe someone has an idea on how to fix it.

It's a customer with multiple Servicedesks for different clients they work for and at the moment a call for example client 1 comes in like this.

Caller calls the DID for the Servicedesk they want to reach and they get connected to an IVR wich plays a prompt and then transfers them to another IVR wich also plays a prompt.
The last IVR connects them to the Queue they wished to reach, reason we did it like this is because they gave us separate prompts and the simplest way was to just place 2 Ivr's behind eachother instead of altering the Audio files.

So far so good no issues at all.

When the caller gets placed in the queue and all agents are on call they get transferred to a different IVR after 30 seconds wich plays a prompt (all agents busy blabla press 1 to leave a voicemail) and after 4 seconds they are sent back to the queue.

This all works fine and is exactly what the customer desired from us with all the custom prompts in their respective places but its a total drama on call reports.
Every time a caller is switched to the VM IVR it registers as an unanswered call wich in theory i understand because they are moved out of the queue.

Is there a work around to getting a call report without getting all the unanswered calls due to the IVR switch for Voicemail?

 

[VasilisV_3CX]

Hi @JosIPVG,

Is there a work around to getting a call report without getting all the unanswered calls due to the IVR switch for Voicemail?

I'm afraid that it's not possible from within the PBX. I've thought of a way where you can extract the raw data excluding the calls that forwarded to VM, however you'd need to build that data into a report for yourself.

If you enable the CDR and choose it to create a single file for all calls:



You can search the string: Ext.(yourIVRextension);Ext.999; select them all and then remove them from the file, what you'll be left with is the report you're looking for. But you'll need to translate the rest of the data into a meaningful report for yourself.

 

[VoIPTools]

Trying to clean this up with custom reports is, in my opinion, far, far, too much work and you are creating more problems at the same time...

(1) if the caller is sent back to the queue, they will lose their place in the queue (a good way to upset the caller), and (2) all these calls will be flagged as abandoned calls. You need a different approach.

Perhaps a better (imperfect) option would be to insert into your on-hold music the prompt "All agents are busy".

 

[JosIPVG]

Hey guys thanks for the replies,

I have thought about doing a rework of the call routing but i havent gotten my head around on how to implement it without making major changes to what the customer desires.

However a combination of the CallVitesse and CallSequitur in combination with the excelent support from Chris who programmed this piece of kit i am able to quite easily filter out the right data that excludes the missed calls based on the queue to ivr hopping every 30 seconds.

Anyone reading this looking into affordable call reporting software with great support behind it should check this forum post out !

 

[VasilisV_3CX]

I'm glad you found your solution @JosIPVG! Feel free to open a new thread if you need anything else!