Call History Not Visible in User Portals

[Jason_Sommers]

Hello Everyone,

I hope you are doing well.

I have searched through the forums and various online resources, but have not been able to locate much information regarding this particular issue. I am not sure if I am using the correct terminology in my search, or if this is an uncommon problem, so I wanted to reach out directly to the community for guidance.

We are currently working with a client who is running version 20.0 Update 6 (Build 724 Release). The issue we are encountering is that while calls are appearing in the call log under the Reporting section of the Admin Portal, they are not visible within the user’s web portal or desktop application.

One detail that stood out to me is that their call history data is currently over 24 GB. At first glance, this appears quite large, although with approximately 50 users, I am unsure whether it falls within the expected range or if it might be contributing to the issue. Unfortunately, we do not have other clients of a similar size to use as a benchmark for comparison.

I would greatly appreciate any insights, experiences, or recommendations that could help point us in the right direction. If you have any additional information, logs, or screenshots that would assist in troubleshooting, please let me know, and I will be happy to provide them.

Thank you in advance for your time and assistance.

 

[KyriacosS_3CX]

Hello,

To avoid ambiguity, can you provide (anonymized) screenshots of where the calls are seen, where they are not but you believe they should be, as well as all the config pages for one of the users that wants to see this calls but is not able. Screenshots of Department configs might also help.

24GB is not extreme, but you could always purge some older records if they are no longer needed on the live system (take a backup first).


Best,
KS.

 

[Jason_Sommers]

Hello KS,

Sorry for the delay, I was out of the office. The first image is my test user's department. The second image shows the incoming call in the report section and call log, and the last is the web app, with no incoming calls shown.

Thank you again. Please let me know if there is anything else you need.

 

[jed]

@Jason_Sommers
Check if users have hit the Blue Notification button in the top left corner in the Web App

 

[paulodagraca]

Hi Jason_Sommers,

The last screendump, it seems you filter on incomming calls, where the call is unanswered (top, right)
Can you change the filter to ALL or MISSED
Does that display anything ?

Paulo

 

[Jason_Sommers]

@Jason_Sommers
Check if users have hit the Blue Notification button in the top left corner in the Web App

Jed, you are referring to the attached image?

 

[Jason_Sommers]

Hi Jason_Sommers,

The last screendump, it seems you filter on incomming calls, where the call is unanswered (top, right)
Can you change the filter to ALL or MISSED
Does that display anything ?

Paulo

Paulo,

I see the calls I made, just not incoming calls.

 

[jed]

Jed, you are referring to the attached image?

Naa, it is the Bell (Notifications) I would be looking for - but if this is missing, it means the user has already selected to activate Notifications.

 

[Jason_Sommers]

Jed, you are referring to the attached image?

I found the notification

Naa, it is the Bell (Notifications) I would be looking for - but if this is missing, it means the user has already selected to activate Notifications.

View attachment 48801

Thanks I just found that, I will send this over to the client now.

 

[KyriacosS_3CX]

Paulo,

I see the calls I made, just not incoming calls.

Incoming filter would show only answered Incoming calls. The missed incoming are under missed (or a All).