![]() If there are any cases in which a call is marked as "unanswered" that is not mentioned here please provide them. There may be other cases in which a call can be marked as unanswered by an automated IVR that I have not found. If the CFD "disconnect" standard component is a reason for unanswered calls how can we disconnect a user and mark a call as answered within the CFD? Unless of course a disconnect in the CFD due to multiple invalid responses or timeouts is causing calls to be marked as unanswered. The queue is never maxed out either.Īn agent picking up a call and hanging up would seem to be an irrelevant case since this is an IVR and not a person answering a call. The calls cannot be timing out either since the IVR answers immediately when a call comes in. We seem to have far too many to be marked as unanswered (compared to results we see of calls reaching the end of the IVR where a sql INSERT is made) for it to be users calling and hanging up during a short (~1-2 second at most) wait between queue and the automated IVR picking up the call. If a call rings to completion (reaches timeout) and is not answered or if a person hangs up while still in the queue a call could be marked as unanswered. What might a solution be in order for calls handled via the voice app / IVR to be marked as "answered" when the call is first received by the IVR?Ĭalls ringing to timeout AND user hang-up while in queue. It makes sense that a queue would report the call as unanswered if it sent it to another queue, but makes less sense if the queue itself is completely handling the call (via the voice app). I found from a number of other forum posts various circumstances can occur for a call to be marked as unanswered: At the end of the IVR a few external scripts are called and a database INSERT occurs so we know when a call completes apart from 3CX's client reports. It's also entirely automated, no transferring, forwarding, or sending calls to another location. ![]() As a short bit of background about it: It's on a single queue, placed onto an extension as shown in. It's been working as intended from our perspective apart from *all* calls being marked as unanswered in the 3CX client report screen. Questions? Contact us or submit a new ticket for support-related inquiries.Quick preface: Items in bold are parts I expect responses to, though the rest will still need to be read to understand the context.Ī colleague and I have created an IVR system within 3CX using the call flow designer. Dismiss all unanswered calls by clicking Dismiss from the bottom yellow bar.Right-clicking on a user and selecting Mark as answered.Responding to users with unanswered calls.You can dismiss unanswered calls in 3 ways: Once you've enabled either a Balanced or Strict option to highlight unanswered calls, you will see a red highlight for users with unanswered calls.Ĭlicking on the "Unanswered" link in the yellow notification highlights the user with the oldest unanswered message.ģ. In other words, users get 15 seconds to reply to a PC user without being marked as unanswered.Ģ. Users are only highlighted as unanswered if they have not received a reply within 15 seconds. Balanced - This mode tries to discern between messages that may be quick responses, or brief message confirmations, and a new conversation.PC users will be responsible for dismissing all unanswered calls. Strict - This mode highlights any users in the Recents tab that have not received a reply since their last incoming message.Disabled - Turns the feature off and clears any unanswered message notifications.Enable the feature by going to Tools > Interface > Highlight unanswered calls. Log into your management console and click on Releases archive to find this version.ġ. This feature is available in the pre-release version 2.22.0.6. The ZelloWork PC app helps you keep track of users that may still need a response by highlighting those users in your Recents tab.
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