I seem to be going round in circles here and driving myself slightly mad trying to achieve correct stats which I figured would be fairly simple.
The simple call flow is over with 1 support 2 admin 3 accounts etc if noone answers go to catch all group everyone (basically overflow group of extensions)
I started with ring groups which worked really well in principal using ringall strategy then to second ring group if call not answered.
Then I hit issues trying to produce any useful reports from cdr as calls show it called every extension therefore reporting shows duplicate entries and inaccurate number for amount of calls received. (Happy to provide more info on this If anyone can solve this if anyone has any ideas)
I then started to explore the use of Queues and moved to using Asternic queue reporting. I quickly found issues here with the catch all overflow group as it would only report on the final queue it hit not where it came from. I had to use a little imagination here and created a missed call queue for every equivalent main queue with fsilover to here then voicemail. so now I can track in the report which queue it came from.
This although a little convoluted worked s treat until yesterday I had reports of calls ringing out. This turned out to be because noone was logged into their phone. I think the answer to this is setting strict rule on no queue join which forces to voicemail if users unavailable. The issue here is it then bypasses any queue and therefore doesn’t show on any report.
Someone please help me stop the madness and bring some sanity