Local Call History does not show ring group calls when they are picked up by another extension using a BLF Key

[Brandon L Livengood]

I was contacted by customer last week.
They were trying to find a call in the call log, and were not able to.

Situation (verified, recreated multiple times)
Inbound call over SIP trunk
Received by 3CX
Routed through an IVR to a ring group
Call rings on the two phones assigned to the ring group (201 and 202)
A third phone (207) (not part of the ring group, but part of the extension group (default)), picks up the ringing call by pressing the flashing BLF for extension 202
After the call is over, and disconnected, they look at the call history on the phones (fanvil X6u) and the call DOES NOT SHOW in the call log for 201, 202, or 207
The call DOES NOT SHOW in the call history on the webclient
The call DOES SHOW in the Call Log of the admin portal, which the general users do not have access to.

If the call had not been answered, it would have shown as a missed call on BOTH extensions, 201 and 202.

Any thoughts? Anybody else experienced this.

 

[NicholasP_3CX]

When a call is in the Ring Group with a Ring All strategy and the call is answered either by an extension in the Ring Group or any other extension, this will not show in the Missed Calls of the extensions in the Ring Group.

A missed call for these extensions will only register when the call is dropped by the caller or the call goes to the Destination if no Answer.

More information can be found at the 3CX Academy (Advanced - Ring Groups)

 

[Brandon L Livengood]

Thanks for the reference.

I understand “this will not show in the Missed Calls of the extensions in the Ring Group.”

But it doesn’t show up in the call history of the extension that answered the phone, if the phone is not part of the ring group.
It should show that a call was answered (in this case on the local history for extension 207) correct?

 

[NicholasP_3CX]

I tested this internally and it did show the call in the extension that answered.