3CX call logs aren't showing most calls

[checkinyyz]

We have a report emailed daily showing each agents total calls. It's not filtered, just a list of all outbound calls made from their extension. The past week or so it has shown each person making maybe 12 calls a day. So management was giving them a hard time since they should be doing 50+. The agents then sent me screenshots of the 3CX softphone which shows over 60 calls made that day. I cannot get it to list any of them in 3CX call logs or reports. If I go to my SIP provider the calls are all there.

Is there anything that might cause this? I don't know where else to look. I cannot find any of these calls anywhere in the admin console, they only appear in the softphone and the SIP call logs with our SIP provider. Very strange.

 

[YiannisH_3CX]

Hello @checkinyyz

This does sound very strange. Are these direct calls from the extensions? Can you see the calls in the Call Log if you filter by extension and date? What PBX version are you running? You can see the exact build number on the Dashboard, under the Information column next to the licence version. For example 15.5.15502.6.

 

[checkinyyz]

Hi Yiannis,

These are direct calls from the extensions to external numbers. If I export the Call Log I noticed something really weird (the build version is 15.5.10244.4).

What I noticed was in the call logs it shows this for the past 30 days:

8/31/18 3:26:53 PM
8/31/18 3:27:41 PM
8/31/18 3:27:48 PM
8/31/18 3:28:11 PM
8/31/18 3:28:45 PM
8/31/18 3:29:32 PM
8/31/18 3:31:35 PM
2009-04-18 8:58
2009-04-18 9:09
2009-04-18 9:38
2009-04-18 9:39
2009-04-18 9:42
2009-04-18 9:47
2009-04-18 9:57
2009-04-18 9:58
2009-04-18 9:59
2009-04-18 10:00
2009-04-18 10:59
2009-04-18 11:00

continues until:

2009-12-18 16:36
2009-12-18 17:27
2009-12-18 17:36
9/13/18 8:50:21 AM
9/13/18 9:41:29 AM
9/13/18 10:07:34 AM
9/13/18 10:24:41 AM
9/13/18 10:25:54 AM
9/13/18 10:30:30 AM

So for whatever reason it's reading the 9 as September as 2009, so that might be why it's showing no calls made. It does it from September 1 to the 12th and then is fine after. The call log itself looks fine but exporting to Excel has the format wrong but it's not formatted wrong, Excel shows it as a text field so that is how it exported. Maybe that's why it did that?

I notice the build version you pasted looks higher than mine but I can't find any option for how to update the system. I tried Google but the links all refer to 3CX for Windows but I'm on Linux/AWS.

 

[NickD_3CX]

Try generating a proper report by going to the Management Console --> Call Reports and generate a "Call Reports" type of report for the period you want.

Set the format PDF and not Excel, as Excel sometimes messes the date format (nothing we can do about that).

See of you can find the calls in there.

 

[checkinyyz]

Try generating a proper report by going to the Management Console --> Call Reports and generate a "Call Reports" type of report for the period you want.

Set the format PDF and not Excel, as Excel sometimes messes the date format (nothing we can do about that).

See of you can find the calls in there.

That's what I am doing; the calls do not appear there. I'm just saying if I click Call Logs instead then it does show them but half with 2009- as the date instead of September. I only use PDF reports already but they are missing all the calls. It's that period from September 1 to the 12th as the call logs in 3CX all show 2009-04-18, 2009-05-18 as the date, instead of 9-4-2018, 9-5-2018 etc. So it's showing them as 2009 tthen April 18th, May 18th, etc and then it only corrects itself at September 13th since it seems to realize 2009-13-18 is not a valid date, and then does show it properly as 09/13/2018.

 

[NickD_3CX]

Ah, now I understand. Then I think you should consider opening a ticket with the 3CX Support Team as they would have to dig into why the dates are wrong, most likely being written wrong into the DB.

Last thing I can think of, is the 3CX server time correct? If that is also OK, I must suggest to contact support.