Showing busy as not answered

[Amir.Seif]

Hi,

Our issue is that when an extension is busy and receives a call, the caller hears a busy tone but the call log section and generated report show the call as not answered.
we are analyzing operators performance by the rate of their unanswered calls and this issue is causing inaccuracies.
what we are looking for is a way to distinguish between busy and not answered calls in the call log and the generated reports.

Our software version is 8 Update 7 (We have another Version 8 Update 8 software on a different server which has the same issue)
Accept Multiple Calls option is disabled
Forwarding rule (If I am busy or my phone is unregistered) is set to end the call

How can I solve this?

Thanks.

 

[TheodorosG_3CX]

If you navigate under Dashboard<<Settings<<General and Disable the option "Play Busy prompt when extension is busy", what is the behavior?

 

[Amir.Seif]

If you navigate under Dashboard<<Settings<<General and Disable the option "Play Busy prompt when extension is busy", what is the behavior?

When the "Play Busy prompt when extension is busy" is unchecked the caller hears a busy tone and the call log shows the call as not answered
When the "Play Busy prompt when extension is busy" is checked the caller hears the recorded busy prompt and the call log shows two line (Date/Time is exactly the same) for that specific call: a not answered in the talking field of the first line and 00:00:05 (seems to be the length of the prompt playback) in the talking field of the second line

 

[TheodorosG_3CX]

In both cases the information you see is expected. The option "Play Busy prompt when extension is busy", is a global option that applies to all extensions and will convert call states, like busy, number does not exist, etc, into audible messages. In each case this call is unanswered. If you want those calls to be reported as answered, maybe the Accept Multiple calls is your solution:https://www.3cx.com/docs/blind-transfer-callback/