Unique Call Identifier even call is transfered from queue to extension (not agent)?

[VictorSP]

Hello,

On 3cx, is the Call Identifier unique to the complete trace of the call? For example, a call arrives a queue, it's attended by an agent but it's transfered out of the queue to an extension (normal extension, not agent). To get the complete traceability of the call we need a unique CallID.

Thanks!

 

[edossantos]

What ID are you trying to match? From a CFD app? From some API? Please elaborate a bit more so we can give you a proper answer.

 

[VictorSP]

Hi @edossantos , probably using API. My question was just to know if 3CX use a the same CallID per all the "legs" of the example call I commented. If it uses the same CallID, we're able to trace the call even if has been attended by a queue/agent and later forwarded to other (or more).

 

[edossantos]

Different parts of the system use different IDs. The ID that you see in the CDRs for example is different than the ID you see in a CFD app. However, if you plan to match the ID when the same call is passed from a CFD app to another, then you will be able to do it. If you plan to match the ID from different parts of the system, it will not work.

 

[VictorSP]

Hi @edossantos, in this case the escenario is: incoming call to 3CX --> queue --> attended by an agent of the queue but not "resolved" --> transfered by the agent to a "normal" extension (not agent) --> call attended/resolved/finished by this extension not-agent.

Is the same CallID for this complete call?

Regards,
Victor

 

[edossantos]

Hello @VictorSP,

From where are you reading the Call ID? Are you parsing CDRs for example? Are you using an API?

 

[VictorSP]

Hello @VictorSP,

From where are you reading the Call ID? Are you parsing CDRs for example? Are you using an API?

Parsing CDRs.

 

[edossantos]

Parsing CDRs.

I don't remember exactly but my guess is that it will be the same. You should check this by making that call and see the generated CDR...

 

[VictorSP]

Checked, 3CX use a unique CallID and "chain" column shows the "skips" of the call but not more detailed info like duration on each skip. This is an example of CDR as table format:

historyid

callid

duration

time-start

time-answered

time-end

reason-terminated

from-no

to-no

from-dn

to-dn

dial-no

reason-changed

final-number

final-dn

bill-code

bill-rate

bill-cost

bill-name

chain

Call 1889

00000C04471FAE4F_23

0:00:51​

09/09/2019 14:24​

09/09/2019 14:24​

09/09/2019 14:25​

TerminatedByDst

6XXXXXXXX​

Ext.809

10000​

809​

809​

ReplacedDst

Ext.121

121​

Chain: 6XXXXXXXX;Ext.809;Ext.109;Ext.121;

The incomming call has been attended by the queue 809 and the agent 109 has transfered it to extension 121 (no-agent, normal), who finished the call.

Thanks.