Several Requests and Questions

[ceekfade]

Hello, Everyone! I hope you guys allright!
I am using 3cx for 1 year and very happy.. but have some questions

1) My extensions is goes to status busy or available, Can i keep logging it? so I can understand how many minutes did they gone or not..
2) My extensions can not see their all call history each other, is this possible everyone see all logs like who have spoken with someone, who have called someone, everyone see only their call logs history.
3) is there any ready to use application for 3CX (After call, they will click to number1 ) and it will meanning I didnt like your service! and it will send to me like http request to somewhere.
4) Can I share with my extensions CALL LOG Area which in admin panel I am talking about this url https://xxxx.com/#/app/call_log. I wanna share with my extensions this option, Can I do it ?
Thanks.

 

[VoIPTools]

Hi ceekfade,

1. 3CX doesn't currently track changes to presence.
2. There isn't a way to share a centralized call log unless perhaps you use one of the CRM integrations.
3. 3CX doesn't offer a post-call survey option
4. This seems to be the same as #2 above

Let's look in more detail at each of your requests.

1. Unfortunately, 3CX doesn't save presence changes -- not even in their databases that I can find. You could capture this event using a service that monitors the Call Control API. It's a property change that you can monitor. However, we already have this capability in our Wallboard application. Our Wallboard show in real-time the agent's presence, how long they have been in that status, and we track how long and how many times the presence has been selected.

2. There are several ways you could handle creating a centralized call log. Perhaps the easiest way would be to have 3CX create CDR files, and then build a service to read and parse these files and put the data into a database. The CDR files summarize each call and include the Caller ID information. The other option is to monitor call events using the 3CX Call Control API. This is real-time information, but it's considerably more work. The CDR files are created AFER the call is disconnected. Once you have the data in a database, you would then need to create a web interface that could be displayed in a separate tab in your browser alongside the 3CX web client (as one possible approach)

3. While you may be familiar with the ability of some PBXs to have an agent to hang up a call and have the caller transferred to a post-call survey, this is not possible with 3CX. If the agent hangs up, the phone will send a "bye" to 3CX and the call will be terminated. But there are some possible alternatives.

You could build a CFD application that asks questions and records the caller's responses in a database. The question is how do we get the caller to the survey. You could have the agent transfer the call to the survey extension rather than hanging up. However, the agent, if they had an unsatisfying conversation, may choose not to transfer the call, or they might forget to transfer the call.

We have a post-call survey tool (Survey Creator) that takes a little different approach. Calls, before they are routed to a queue (for example), are first routed to a CFD application. The CFD ask the caller if they would be willing to take a survey after the call. If they agree to the survey, we then playback their caller ID number and ask them to confirm or replace the phone number with the desired call-back number. After the call back number is obtained, the call is forwarded to the queue.

Finally, after the call is disconnected, our tool then immediately calls back the person and transfers them to the survey extension. In theory, you could probably put a link to the survey in an email, web page, or have a dialer call people and transfer them to the survey, so there are lots of options for getting people to the survey (including a web page that lists various surveys to which the agent could transfer the call).

In closing, while 3CX doesn't support your needs natively, you can build the tools yourself, or utilize add-on tools to meet your needs.

 

[SteveITS]

On each extension the Rights tab has an "Allow access to 3CX Management Console" checkbox but not many options to limit access so you may want to test that before granting access.