Shared call history for Call queues

[ArneDery]

Hi,

I'm looking for a solution for the following:
A lot of our customers are have different departements were they need to see shared call history of said departement.
Calls are routed via call queue's for which the only option to date is the abandoned calls.



However sometimes it's more use full to have the complete history of the queues which you are part of.
I know you see these call via reports. But then again you don't want to give reports rigts to all queue users.

If it is possible for abandoned call's then I supose it should be possible for the other calls as well.

How would you solve this without giving reports rights to all users? Can this be solved by a option in the management console?

 

[OlegR_3CX]

Hello there.
At the moment this is how it works and we do not have a solution you describe above where the agents in the specific group will have a right to see those calls and not the others.

 

[VoIPTools]

While there may not be a built-in solution today, it is completely feasible for you to build a custom solution with some basic programming skills. I suggest you look into the optional CDR files 3CX can automatically generate for you. Everything you need can be found in the CDR text files. The basic tasks you would need to complete include:

• Configure 3CX to generate CDR text files (one file per call)
• Obtain access to these files via direct disk access, filezilla, etc.
• Parse the data, and place the data into a database
• Build a web page to display the database data

Note: the CDR file has a call "chain" field that includes a comma separated list of all the extensions that touched the phone call. You would need to parse this data to see what calls went through a queue extension.

How far you take the capabilities of the web page is up to you, but I could envision allowing agents to perform callbacks directly from this page, group call history by agent and caller, filter/search for calls by date, time, phone number, agent, etc. You could restrict access by login. This is all possible.

If you already record your calls, I encourage you to take a look at 3CX Recording Manager. That would be a good place to start your investigation into alternatives. If you want a solution for your precise needs, we can help. If I were going to build this solution, I might use our 3CX Exporter tool to automate the parsing of CDR files which works even when your 3CX is hosted in the cloud (although it would not work with servers hosted by 3CX because they don't permit custom solutions).

 

[ArneDery]

Hello there.
At the moment this is how it works and we do not have a solution you describe above where the agents in the specific group will have a right to see those calls and not the others.

Are there any plans for this in the future?