vTiger CRM missed queue calls journaling

[alint]

Hi,

I've been dealing with 3CX - vTiger call journaling integration in the past few days and manage to integrate nicely all the features. All seems fine (with some small exceptions which might be related to the fact that I'm still testing). As we use two call queues to spread the calls among departments and because a usual call can take 10-15 min, some customers prefer not to wait in the queue but callback at another time. Our policy is to call back all lost queue calls but I realized that the Journaling actions do not work for the missed queue calls, basically no lost calls from the queue are logged in vTiger.
Now, I understand that Journaling does not work if a call rings on multiple phones in the same time and luckily it is not our case as we use a "least talking" routing policy for queue calls so only one phone rings at a time.
Also, i understand that in order to log a call, the extension number must be assigned to a vTiger CRM user, so I did a special user for each queue in CRM each with the queue extension number as office phone.

I checked the logs (verbose) and found that the ReportCall scenario is not called after the call ended, like in a direct call (that looks like below):

2020/10/09 13:57:46.978|2597964|0026|Verb|Processing scenario 'Default'.
2020/10/09 13:57:46.978|2597964|0026|Verb|Creating new HttpClient for Scenario authentication.
2020/10/09 13:57:46.978|2597964|0026|Verb|Skipping request...
2020/10/09 13:57:46.978|2597964|0026|Verb|No matchings found.

2020/10/09 13:57:46.978|2597964|0026|Verb|Processing scenario 'ReportCall'.

2020/10/09 13:57:46.978|2597964|0026|Verb|Creating new HttpClient for Scenario authentication.
2020/10/09 13:57:46.978|2597964|0026|Verb|Performing GET request 'https://crm.domain.com/webservice.p...816' OR phone_other='816' OR phone_fax='816';'.
2020/10/09 13:57:47.261|2597964|0026|Verb|The response is: '{"success":true,"result":[{"id":"19x13"}]}'
2020/10/09 13:57:47.261|2597964|0026|Verb|Filtered variables for matching:
2020/10/09 13:57:47.261|2597964|0026|Verb| 'AssignedUserId' = '19x13'
2020/10/09 13:57:47.261|2597964|0026|Verb|Processing scenario 'CreateCallActivity'.
2020/10/09 13:57:47.261|2597964|0026|Verb|Creating new HttpClient for Scenario authentication.
2020/10/09 13:57:47.261|2597964|0026|Verb|Performing POST request to 'https://crm.domain.com/webservice.php?' with following form values:
2020/10/09 13:57:47.262|2597964|0026|Verb| 'operation' = 'create'
2020/10/09 13:57:47.262|2597964|0026|Verb| 'sessionName' = '67bdca5c5f803e125526b'
2020/10/09 13:57:47.262|2597964|0026|Verb| 'elementType' = 'Events'
2020/10/09 13:57:47.262|2597964|0026|Verb| 'element' =

Instead, when a queue call is lost the the log looks like this:

2020/10/09 13:57:55.607|2597964|0026|Verb|Processing scenario 'Default'.
2020/10/09 13:57:55.607|2597964|0026|Verb|Creating new HttpClient for Scenario authentication.
2020/10/09 13:57:55.607|2597964|0026|Verb|Skipping request...
2020/10/09 13:57:55.607|2597964|0026|Verb|No matchings found.

2020/10/09 13:57:55.607|2597964|0026|Info|CRM: No changes detected for contact Wphonebook.1739: Wtenant.1: default - - Name (Comany name)
2020/10/09 13:57:55.607|2597964|0026|Verb|Removed from processing. Number=07xxxxxxxxx
2020/10/09 13:57:55.607|2597964|0026|Info|CRM: processing of 07xxxxxxxxxx has been finished

Is there a way to process the missed queue calls the same way as a missed call to a normal extension is? I understand that the "queue" extension is not the last extension in the call chain, but maybe there is a way to achieve this.

I read in some other posts that this should work as long the queue does not call multiple extensions in same time but for some reason it does not work for me and I tried with two different 3CX servers both running latest version (16.0 655)

Any help will be greatly appreciated,

Thanks.

 

[edossantos]

Probably the problem here is that the call is not ringing at any extension. If the call is only connected to a queue, and then disconnected, it will not be reported. Only calls from or to normal extensions are reported.

 

[alint]

Hi,

The queue has one extension in it and it rings. I've seen this case in forum and did not made the same mistake. Also, I'm connected to a live 3CX server that gets 10-20 missed queue calls a day and none of them was recorded in CRM (emails with lost calls are being sent to queue managers though).

Thanks.

 

[edossantos]

If the call rings at 1 extension, it should be reported. The case in which the call will not be reported, is when the caller is waiting on the queue, and then leaves without being assisted by an agent.

 

[alint]

The call rings at one extension then the caller leaves the queue without being connected to any agent (no answer).
I understand what you mean, being in queue while all agents are busy then leave the queue, but this is not the case, thought this case should also be recorded.

 

[edossantos]

The call rings at one extension then the caller leaves the queue without being connected to any agent (no answer).

Is this the only agent that was connected to this particular call? No other hops for this call? The call will not be reported if there are more than 1 call segment, and the call went through a queue.

 

[alint]

Yes, the test queue I've been using had a single extension in it. When caller gets to queue, the extension rings (while caller listens the Music on Hold) so no other hops (no IVR) between caller and agent.