3CX v20 no longer showing call history to extensions

[IlanP]

Hey,

One of our customers reported that their 3CX client is no longer showing new calls in the extensions call history. This seems to be the case for the web client, 3CX Store App as well as the android app.
We've upgraded the 3CX to v20 about a week ago and the issue has been noticed yesterday, before that everyting seemed to be working fine.

I've tried the following:
-Restarting the PBX server
-Disabling the anti virus on the Windows Server the PBX is running on
-Giving extensions different rights (User, Manager System Owner)
-Creating a new extension and testing inbound and outbound calls
-No new PBX or Windows updates have been installed since last week.

I've noticed that the call history is still correctly displayed in the Admin Interface under Reports>Call Log.
There is nothing noteworthy to find in the 3CX and Windows event logs.

Has anyone noticed a similar issue?

Thanks in advance for any kind of feedback on this issue.

 

[IlanP]

Quick Update on this issue: purging the entire call log immediately fixed the problem in this case:

 

[AC-PTPG]

Have been looking for a solution to this since we updated to the latest version on 16/04 - Can confirm that purging the call log has fixed our issue.

 

[AC-PTPG]

This has happened to us again.... Before, I thought it might have been an issue with the size of the call log as it was over 1GB. However we are experiencing the same issue and the call log is only 17MB.

Purging the call log again ahs resolved the issue - A bug that needs fixing?

 

[IliasL_3CX]

Can you please clarify the following:
What is the version of the phone system?
Does this happen for multiple users?
Are these users local or remote?

 

[IlanP]

Can you please clarify the following:
What is the version of the phone system?
Does this happen for multiple users?
Are these users local or remote?

In our case the version is v20, this was the case for all extensions no matter if remote or local.

 

[IliasL_3CX]

Hello llanP,

I've sent you a pm

 

[Sajjad.Khurshid]

Quick Update on this issue: purging the entire call log immediately fixed the problem in this case:
View attachment 47526

if we purge call log.
Does it effect the Reports?

 

[IlanP]

if we purge call log.
Does it effect the Reports?

Yeah, the "call log" report is emptied as well.

 

[Sajjad.Khurshid]

Yeah, the "call log" report is emptied as well.

Even after the new update that allows data to be offloaded externally?

 

[IlanP]

Even after the new update that allows data to be offloaded externally?

We only use the local storage for our clients, so I haven't tested this.

 

[AC-PTPG]

Can you please clarify the following:
What is the version of the phone system?
Does this happen for multiple users?
Are these users local or remote?

Version 20.0 Update 6 (Build 486 Alpha)
All users
System is hosted on Google cloud so mostly remote, but come connecting via SBC.

 

[SyncWave]

Version 20.0 Update 6 (Build 724 Release) here. Only one department (not multi-tenant) and the manager user has a reports section but they show up empty when I impersonate them and select "Inbound Calls" in "Reports". If I get out and look as system owner I can see all the calls in that area. In "Call Reports" they can view history but not "Inbound Calls". Switched the user to Owner Role and it still shows empty. Side note, we desperately need to be able to create custom roles.

Seems like a bug, they have access to it with this role. One option is just a different more sanitized and intuitive lens for viewing the data and than the other but only one is working.

 

[Colby D.]

Version 20.0 Update 6 (Build 724 Release) here. Only one department (not multi-tenant) and the manager user has a reports section but they show up empty when I impersonate them and select "Inbound Calls" in "Reports". If I get out and look as system owner I can see all the calls in that area. In "Call Reports" they can view history but not "Inbound Calls". Switched the user to Owner Role and it still shows empty. Side note, we desperately need to be able to create custom roles.

Seems like a bug, they have access to it with this role. One option is just a different more sanitized and intuitive lens for viewing the data and than the other but only one is working.

so the inbound/outbound call reports will only show data for non system owners/administrators if the trunk is limited to a specific department, by default the trunk is limited to system wide .

you can verify this by clicking the filter options on the report and see if any Trunks show up in the trunk dropdown.
you can correct it by updated the trunks "limit to" to be a specific department instead of system wide.

 

[SyncWave]

As I just said, "Switched the user to Owner Role and it still shows empty".

 

[KyriacosS_3CX]

Owner or System Owner?

 

[shamnad]

We are also facing the same issue with one of our customer system (Version 20.0 Update 8 (Build 680 Alpha)). In the 3cx admin console we can see the call reports. But in the user webclient it is not updating.

 

[KyriacosS_3CX]

I would say go at least to the the 8 beta1 and check. Alpha/Beta releases should not really be in production.

 

[shamnad]

Now the system is updated to Version 20.0 Update 8 (Build 878 Beta), but still it is showing the same, call logs are not updating in the webclient page. My office system is also in the same version, but in that, for agents call logs are updating.

 

[KyriacosS_3CX]

Please check department and user view permissions, compare between your two systems. You might wish to open a ticket but as it is beta it might take lower priority.