Ring Group Statistics

[Robert BIT]

Hi Team,

I would like to ask how to interpret the Total Answered column for Ring Group Statistics.

I had to narrow down 1 month duration of the report to two days and into one day only.

However, as you can see below in the image, RGS for January 2-3( i put January 4 1200AM to be sure i dont miss any from January 3) has the same Total Answered compared
to January 2 from 1200AM to 2359.


The total received column I can interpret, but Total Answered i cannot.




I appreciate your help.


Thanks,

Robert

 

[Robert BIT]

Hi team,

I also did RGS for January 3, and i have no idea why it as 0 answered in Total Answered column.



For reference of January 3 call report, i pasted it here, and clearly there were calls that were answered.

1/3/2019 11:06​	Tippling Club:96562675 (96562675)		RG Ring Group Tippling Club (862)	unanswered
	Tippling Club:96562675 (96562675)		VMail (836)	answered
1/3/2019 11:48​	Tippling Club:96562675 (96562675)		RG Ring Group Tippling Club (862)	unanswered
1/3/2019 12:22​	Tippling Club:62541511 (62541511)		RG Ring Group Tippling Club (862)	unanswered
	Tippling Club:62541511 (62541511)		VMail (836)	answered
1/3/2019 13:45​	Tippling Club:91319280 (91319280)		RG Ring Group Tippling Club (862)	unanswered
	Tippling Club:91319280 (91319280)		VMail (836)	answered
1/3/2019 14:09​	Tippling Club:83880306 (83880306)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:83880306 (83880306)		Tippling Club (836)	answered
1/3/2019 15:13​	Tippling Club:97566712 (97566712)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:97566712 (97566712)		Tippling Club (836)	answered
1/3/2019 16:02​	Tippling Club:68844370 (68844370)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:68844370 (68844370)		Tippling Club (836)	answered
1/3/2019 17:08​	Tippling Club:00491713562202 (00491713562202)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:00491713562202 (00491713562202)		Tippling Club (836)	answered
1/3/2019 17:16​	Tippling Club:67429000 (67429000)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:67429000 (67429000)		Tippling Club (836)	answered
1/3/2019 17:37​	Tippling Club:90038118 (90038118)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:90038118 (90038118)		Tippling Club (836)	answered
1/3/2019 18:19​	Tippling Club:93901596 (93901596)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:93901596 (93901596)		Tippling Club (836)	answered
1/3/2019 18:44​	Tippling Club:82288980 (82288980)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:82288980 (82288980)		Tippling Club (836)	answered
1/3/2019 21:14​	Tippling Club:69310141 (69310141)		RG Ring Group Tippling Club (862)	unanswered
	Tippling Club:69310141 (69310141)		VMail (836)	answered
1/3/2019 22:32​	Tippling Club:90039822 (90039822)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:90039822 (90039822)		Tippling Club (836)	answered
1/3/2019 22:44​	Tippling Club:00447905080349 (00447905080349)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:00447905080349 (00447905080349)		Tippling Club (836)	answered
1/3/2019 22:44​	Tippling Club:00447905080349 (00447905080349)		RG Ring Group Tippling Club (862)	unanswered
	Tippling Club:00447905080349 (00447905080349)		VMail (836)	answered
1/3/2019 22:45​	Tippling Club:00447905080349 (00447905080349)		RG Ring Group Tippling Club (862)	answered
	Tippling Club:00447905080349 (00447905080349)		Tippling Club (836)	answered
1/3/2019 22:45​	Tippling Club:00447905080349 (00447905080349)		RG Ring Group Tippling Club (862)	unanswered
	Tippling Club:00447905080349 (00447905080349)		VMail (836)	answered

Can you guys share knowledge? as I am new to this

thanks,

Robert

 

[Robert BIT]

Hi Team,

I found out what are the figures in Total Answered.

For January 2, only having Connected in Reason column in call report.

837 has 2 Answered

01/02/2019 11:19​	Tippling Club:81384148 (81384148)		RG Ring Group Tippling Club (862)	answered	0:00:07​	0:00:00​			Connected
	Tippling Club:81384148 (81384148)		Tippling Club (837)	answered	0:00:00​	0:00:29​	0:00:36​	0​	Terminated by Tippling Club (837)

01/02/2019 15:42​	Tippling Club:64169815 (64169815)		RG Ring Group Tippling Club (862)	answered	0:00:11​	0:00:00​			Connected
	Tippling Club:64169815 (64169815)		Tippling Club (837)	answered	0:00:00​	0:01:38​	0:01:49​	0​	Terminated by Tippling Club (837)

836 has 5 Answered

01/02/2019 13:11​	Tippling Club:96720044 (96720044)		RG Ring Group Tippling Club (862)	answered	0:00:07​	0:00:00​			Connected
	Tippling Club:96720044 (96720044)		Tippling Club (836)	answered	0:00:00​	0:02:30​	0:02:37​	0​	Terminated by Tippling Club (836)

01/02/2019 13:15​	Tippling Club:92727899 (92727899)		RG Ring Group Tippling Club (862)	answered	0:00:06​	0:00:00​			Connected
	Tippling Club:92727899 (92727899)		Tippling Club (836)	answered	0:00:00​	0:01:35​	0:01:41​	0​	Terminated by Tippling Club:92727899 (92727899)

01/02/2019 13:45​	Tippling Club:63896925 (63896925)		RG Ring Group Tippling Club (862)	answered	0:00:08​	0:00:00​			Connected
	Tippling Club:63896925 (63896925)		Tippling Club (836)	answered	0:00:00​	0:01:15​			Transfer of Tippling Club:63896925 (63896925) failed

01/02/2019 15:41​	Tippling Club:64169815 (64169815)		RG Ring Group Tippling Club (862)	answered	0:00:06​	0:00:00​			Connected
	Tippling Club:64169815 (64169815)		Tippling Club (836)	answered	0:00:00​	0:00:19​	0:00:25​	0​	Terminated by Tippling Club:64169815 (64169815)
01/02/2019 15:42​	Tippling Club:64169815 (64169815)		RG Ring Group Tippling Club (862)	answered	0:00:04​	0:00:00​			Connected
	Tippling Club:64169815 (64169815)		Tippling Club (836)	answered	0:00:00​	0:00:15​	0:00:19​	0​	Terminated by Tippling Club:64169815 (64169815)

I would like to ask what it means when reason is Connected.

Thanks,

Robert

 

[Robert BIT]

Hi Team,

Please anyone share to me knowledge in call flow on what conditions will satisfy to show CONNECTED in the reason column for the call report involving a Ring Group Extension?

I have tried to test, and from my end, I am assuming that if all extensions are available for call, it will have CONNECTED status. But we have 3 extensions so I do not know how it will behave on two extensions only.

Please advise.

Thanks,

Robert

 

[YiannisH_3CX]

Hello @Robert BIT

Connected will usually show if the call was answered through the ring group. If the call was picked up via dial code however it will as picked up in the call report but will not show as answered in the Ring group statistics report.

 

[Robert BIT]

Hi @YiannisH_3CX

Thanks for your response. You are always of great help to the community

This is what i was able to test on our very limited environment:

if RG member calls own RG, = 0 connection in reason column
if within same 3cx domain calls RG = 1 connection in reason column(even if one RG member is on another call outside domain)


Please define dial code to me as I am new to 3CX.


Thanks,

Robert

 

[YiannisH_3CX]

Thank you for your kind feedback.

If the call is answered from a Ring Group member the call should show as connected in the reason column of the call report even if the call is from a Ring Group member. Of course without knowing the exact scenario it is hard to tell but it shows as connected in the scenarios i tried.

Please define dial code to me as I am new to 3CX.

I am referring to the 20 dialcode that can be used to pick up a call ringing to a different extension. This can be achieved if the extension has the appropriate rights.
The list with all available dial codes can be found under Settings / Dial Codes.

 

[Robert BIT]

Hi @YiannisH_3CX

Thanks for this. I saw 20 dialcode just like you said. How will I be able to know if a call was answered using dial code?


Thanks,

Robert

 

[YiannisH_3CX]

I believe it will appear as picked up in the call report.

 

[Robert BIT]

Thanks for that @YiannisH_3CX

I will have to disagree with what you earlier said about a RG member calling his own RG

Call Time	Caller ID		Destination	Status	Ringing	Talking	Totals	Cost	Reason
02/12/2019 20:50​	Robert VICENTE (19)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:06​	0:00:00​			Picked up by Sarah Joy ARCIETE (18)
	Robert VICENTE (19)		Sarah Joy ARCIETE (18)	answered	0:00:00​	0:00:02​	0:00:08​	0​	Terminated by Robert VICENTE (19)
02/12/2019 20:53​	Robert VICENTE (19)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:03​	0:00:00​			Picked up by BITSupport (CALL AGENTS) (99)
	Robert VICENTE (19)		BITSupport (CALL AGENTS) (99)	answered	0:00:00​	0:00:03​	0:00:06​	0​	Terminated by Robert VICENTE (19)

Clearly, when I call my own Ring Group, there is no CONNECTED in the reason. See above table.


I have tested just now and I have gotten results:

2/14/2019 2:15:30 PM	INTERN Jun Heng (17)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:08​	0:00:00​			Picked up by BITSupport (CALL AGENTS) (99)
	INTERN Jun Heng (17)		BITSupport (CALL AGENTS) (99)	answered	0:00:00​	0:00:03​	0:00:11​	0​	Terminated by BITSupport (CALL AGENTS) (99)
2/14/2019 2:39:24 PM	INTERN Jun Heng (17)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:08​	0:00:00​			Picked up by Robert VICENTE (19)
	INTERN Jun Heng (17)		Robert VICENTE (19)	answered	0:00:00​	0:00:09​	0:00:17​	0​	Terminated by INTERN Jun Heng (17)

First call I am in a call, I called an external number.(outbound to outside our network)

Second call my colleague Sarah was in a call(inbound from outside our network)

With this, I am able to check that if one person is not available in the ring group, it will not show CONNECTED. Just as the first table, I am part of RG but I am doing the call, thus I am unavailable.

See below for the CONNECTED Results:

2/13/2019 12:54:28 PM	INTERN Jun Heng (17)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:04​	0:00:00​			Connected
	INTERN Jun Heng (17)		Sarah Joy ARCIETE (18)	answered	0:00:00​	0:00:11​	0:00:15​	0​	Terminated by Sarah Joy ARCIETE (18)
2/13/2019 12:54:53 PM	INTERN Jun Heng (17)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:08​	0:00:00​			Connected
	INTERN Jun Heng (17)		Robert VICENTE (19)	answered	0:00:00​	0:00:00​	0:00:08​	0​	Terminated by Robert VICENTE (19)
2/13/2019 2:11:04 PM	INTERN Jun Heng (17)		RG IT Support Ring Group (Call Centre) (85)	answered	0:00:18​	0:00:00​			Connected
	INTERN Jun Heng (17)		Sarah Joy ARCIETE (18)	answered	0:00:00​	0:00:08​	0:00:26​	0​	Terminated by Sarah Joy ARCIETE (18)

All three calls in above table, all RG Members are not in any calls, and then one answered.

I need to understand thouroughly what DIAL CODE is, in an actual call flow.


Thanks,

Robert