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Interact with 3CX telephony system
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Overview

This node interacts with the 3CX telephony system to retrieve data about abandoned queue calls within a specified period and queue. It is useful for call center managers or administrators who want to analyze call abandonment rates, monitor queue performance, and improve customer service by understanding when and why callers abandon queues.

A practical example use case is generating reports on how many calls were abandoned in a particular queue between two dates, helping identify peak times of call abandonment or issues with queue handling.

Properties

Name Meaning
Period From The start date/time for the report period (e.g., periodFrom=2023-01-01T00:00:00Z).
Period To The end date/time for the report period (e.g., periodTo=2023-01-31T23:59:59Z).
Queue Dns The DNS name or identifier of the queue to report on (e.g., queueDns=myqueue.example).
Wait Interval The wait interval parameter defining the granularity or grouping of data (e.g., waitInterval=5m).
Options Additional query options to refine the data retrieval:
- Top Show only the first n items.
- Skip Skip the first n items.
- Search Search items by search phrases.
- Filter Filter items by property values (e.g., State eq 'Connected').
- Count Include count of items (boolean).
- Select Select specific properties to be returned (e.g., Id,Name).
- Orderby Order items by property values (e.g., Name desc, CreatedAt asc).
- Expand Expand related entities (e.g., RelatedEntity1,RelatedEntity2).

Output

The node outputs JSON data representing the abandoned queue calls matching the specified criteria. The structure typically includes details such as call identifiers, timestamps, queue information, and possibly aggregated statistics depending on the query options used.

If binary data output is supported (not evident from the provided code), it would represent media files or recordings related to the calls, but this is not indicated here.

Dependencies

  • Requires an API key or OAuth2 authentication credential to connect securely to the 3CX telephony system.
  • Needs the base URL of the 3CX server configured in credentials.
  • The node uses HTTP requests with JSON responses from the 3CX API endpoint /xapi/v1.

Troubleshooting

  • Common Issues:

    • Incorrect or missing authentication credentials will cause authorization errors.
    • Invalid date formats for Period From or Period To may result in request failures.
    • Specifying a non-existent queue DNS will return empty results or errors.
    • Improperly formatted OData query options ($filter, $orderby, etc.) can cause API errors.

  • Error Messages:

    • Authorization errors: Check that the API key or OAuth token is valid and has necessary permissions.
    • Validation errors: Ensure all required parameters are provided and correctly formatted.
    • Network errors: Verify connectivity to the 3CX server URL and that it is reachable.

Links and References

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