Calls missed by the whole team, not just by one extension

The native FreePBX report lists EVERY CDR row with disposition='NO ANSWER'. For a queue call ringing 5 extensions where the 6th picks up, you see 5 "missed" entries — technically correct but deeply misleading as a business signal. Smart Missed Calls aggregates all events of a call by `linkedid`, simultaneously checks the conditions (ZERO `disposition='ANSWERED' AND lastapp='Dial' AND dst=internal extension` PLUS evidence of a miss), and only THEN flags it. Plus, when the same caller insists, you don't get 6 entries — you get 1 entry with `missed_count=6`. And the entry leaves the list ON ITS OWN when someone calls back or the caller returns and gets answered.

Nothing special. There are three automatic paths from `open` to `cleared`: (1) **returned** — one of your agents dials the caller's number from an internal extension, the agent detects the outbound answered and marks the entry `cleared_by=returned` recording which extension made the callback; (2) **answered_later** — the caller comes back and this time someone answers, the agent detects an inbound answered from the same caller+DID and marks `cleared_by=answered_later`; (3) **manual** — a manager ticks "resolved" from the dashboard (audit logs the user). Plus retention-based close (if you set N days inactivity) and automatic `reopened` if the caller comes back after a close. The full story of every entry lives in the audit log.

Our agent does NOT modify the dialplan, doesn't add new AMI, doesn't open extra ports, doesn't touch native recording files. On FreePBX we read asteriskcdrdb (read-only). On VitalPBX we iterate tenants and read each per-tenant DB (read-only). Communication with our portal goes through a WebSocket over HTTPS on port 443 — the same port any browser uses. UCP, Sonata Recording, Call Reports, MixMonitor — everything keeps working as VitalPBX/FreePBX expects. We are strictly observers.

Default: 5 minutes (agent keepalive interval). Every 5 minutes the agent runs the query, finds qualifying new calls, and ships them to the portal via a REST endpoint. Perfect for a business dashboard — fast enough for coherent callbacks, light enough not to load the PBX CPU. Enterprise customers needing sub-30-seconds get push mode based on AMI listening. For sales, reception, support — 5 minutes is exactly the right balance.

The callback is made FROM the agent's phone — softphone (Blureon Phone, MicroSIP, Zoiper, etc.) or physical IP phone. Smart Missed Calls is NOT a telephony app, it's a reporting/monitoring dashboard. The magic is that **you don't have to do anything special** to mark the entry resolved: if your agent dials the caller's number from a known internal extension, our agent picks up the outbound CDR row in the next cycle and closes the entry automatically with `cleared_by=returned`. The list updates itself. If you have click-to-call set up on your extension, you can copy-paste the number directly into your softphone.

One entry. The aggregation key is `(client, caller_number, did)`. The first missed call creates the entry with `missed_count=1`. Subsequent calls from the same caller on the same DID increment `missed_count`, update `last_missed_at` and add any new ringing extension to the `extensions[]` array (max 10, dedup). That lets you see at a glance "Andrew tried 6 times across 4 different extensions" — useful context, not noise. And if the entry was closed and the caller comes back later, it auto-reopens with audit `reopened`.

On the entry list, the caller name appears enriched from the CRM if you've set up integration (Odoo, HubSpot, Salesforce, Zoho — on Pro/Enterprise). Custom CRMs go through the generic webhook (the portal POSTs JSON to your URL with exponential retry on every new or cleared event). On Free, context comes only from the company directory and raw caller ID. Important: SMC does NOT auto-create contacts in your CRM — it only reads them for display. If you want an automatic activity/task on every missed call, do that via webhook + workflow inside your CRM.

Yes, that's exactly the role of the `smart_missed_calls_audit` table. Append-only, it logs each event with actor and timestamp: created, incremented, notified, cleared (with the exact reason — returned/answered_later/manual/expired), reopened. For `cleared_by=manual` entries you have the user who acted, the time, and their note. As an admin you can `reopen` a suspicious entry (audit captures that too). In practice, if an agent manually marks "resolved" without an actual callback, you'll see: "cleared_manual by user 12, no subsequent `cleared_returned` audit" — clear signal.

FreePBX 14, 15, 16, 17 — we read asteriskcdrdb with dual fallback: explicit marker `lastapp='missed_calls'` (the FreePBX native handler) OR custom CDR aggregation by `linkedid`. VitalPBX 4.x with multi-tenant support — each tenant isolated in its own dashboard, its own digest, its own DPA. Data that leaves: caller_number, caller_name (when present in CDR), DID, route_label (queue/IVR/ring group), extensions[], missed_count, first_missed_at, last_missed_at, status, cleared_*. No audio, no transcripts, no conversation content. Ever.

Three steps: (1) account on portal.pbxtools.ro and add the PBX (client + pbx_server config); (2) download the It4All agent with the generated API key — one copy-paste line on FreePBX/VitalPBX, installs systemd service and starts; (3) at Client level you toggle `smart_missed_calls_enabled=true`, configure retention_days, allow_manual_resolve, notification frequency and recipients. On the next keepalive cycle (5 minutes) you get the first backfill of missed calls from the past 24h. For high-volume PBXs we recommend logging into the dashboard on day one and verifying that aggregation + auto-clear behave as you expect.