Reporting for Inbound Overflow setup Using Call Menu

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Reporting for Inbound Overflow setup Using Call Menu

Postby OGZROC24 » Fri Jun 24, 2022 12:23 am

I am using inbound DROP action to transfer the calls to another external number. I set the drop action to call menu timeout. and the call will transfer to an external extension. Now I need to get a report of the transferred calls. can anyone help where I can get those reports?

VERSION: 2.14-760a
BUILD: 200701-1525
Asterisk Version: 13.38.2-vici
Vicibox: 9.0.3
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Re: Reporting for Inbound Overflow setup Using Call Menu

Postby mflorell » Fri Jun 24, 2022 7:05 am

Have you looked at the "Inbound IVR Report"?
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Re: Reporting for Inbound Overflow setup Using Call Menu

Postby williamconley » Sat Jun 25, 2022 3:10 pm

Also consider: You are dropping the call to an EXTERNAL extension. Operative term there being EXTERNAL. You've moved the call outside Vicidial's control and monitoriing, not completely though.

Perhaps if you transferred the call to an Ingroup and put Remote Agent(s) in that ingroup you would be able to get much more detailed reporting, since the system would be tracking that Remote Agent call rather than tossing the call to an extension and then ignoring it.
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Re: Reporting for Inbound Overflow setup Using Call Menu

Postby OGZROC24 » Tue Jun 28, 2022 10:42 am

mflorell wrote:Have you looked at the "Inbound IVR Report"?


Not getting much from Inbound IVR Reports that we can track transferred calls.

Example:
Calls taken into this IVR: 22
Calls with no CallerID : 0
Unique Callers : 12

+--------+--------+--------+--------+------+------+
| | | QUEUE | QUEUE | IVR | TOTAL|
| IVR | QUEUE | DROP | DROP | AVG | AVG |
| CALLS | CALLS | CALLS | PERCENT| TIME | TIME | CALL PATH
+--------+--------+--------+--------+------+------+------------
| 9 | 9 | 0 | 0%| 5 | 231 | INGroup1
| 7 | 7 | 0 | 0%| 5 | 206 | InGroup2
| 5 | 5 | 0 | 0%| 5 | 74 | InGroup3
| 1 | 1 | 0 | 0%| 5 | 35 | InGroup4
+--------+--------+--------+--------+------+------+------------
| 22 | 22 | 0 | 0% | 5 | 178 |
+--------+--------+--------+--------+------+------+

On the other note, we found 1 reference in the forum.
Call Menu Repoting & Real Time Tracking
viewtopic.php?f=2&t=38440

We're trying to replicate the suggestion in that topic, where:
. SIP Carrier -> Call Routing to DID,
2. DID is forwarding call to IN_GROUP001, Ingroup handle method=CID, Ingroup search method=LB, List 999
3. INGROUP001 - Call time= Always close(Set 2400 to 2400), After Hours Action =CALL MENU, After Hours Call Menu = IVR001)
4. IVR001
Tracking Group = Call Menu
Log Key Press = 1 - DTMF Logging Enabled
Log field = comments (i tried different fields)
Options - Route=INGROUP, In-Group=Q_General, Handle Method=Closer, Search Method=LB List ID 998

And set initial in-group, try setting the "Action Transfer CID" to CLOSERCUSTOMER, but yet to do more testing. Will this setting applicable?
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