Missed calls not showing in call history

[echotech]

Client is on the latest V20 4SC Pro 3CX hosted. Phones are Yealink T54W or T46S. All extensions are part of the same ring group. Exts range from 201 - 205.

Issue is if no one else is in the office and just a single user (eg ext 203) is working. When they are already on a call and another call comes in and they don't pick it up, call goes off to voicemail. However... the missed call does not show up on ext 203 handset. The extension is configured to allow multiple calls. That user then has to go over to one of the other phones to note the missed call on there, then goes back to their phone to return the call.

Surely the call history should be showing up on their handset too if they did not pick up the call??? The issue isn't just with Ext203. The same behaviour is occurring with the other users too i they are the only ones working.

 

[echotech]

Giving this a bump. Any thoughts?

 

[Guillaume Bourgeois]

Hi,
Are you aware that people who respond on the forum typically do so voluntarily?
The least you could do when asking for help is to say hello, please, thanks.
I believe that’s the basic courtesy deserved by those who willingly offer their assistance. I can’t guarantee you’ll get a response on the forum if you use polite expressions, but it certainly won’t hurt.

Don’t you think so?
Alternatively, you can use the 3CX ticketing system directly; you have 10 free tickets at your level. They will respond even if you don't say hello.

It's not an issue. The deskphones maintain their calls history independently of 3CX. The call history for received, made, and missed calls is not synchronized with 3CX (3CX does not support the Deskphone Network Call Log feature and Yealink does not expose this option in the firmware provided to 3CX by Yealink..).
Therefore, if the deskphone didn’t ring because it was already in a call, it never received information about that call. That’s how it is with all deskphones. Not only Yealink. It’s not the phone rejecting the second call; it’s 3CX that doesn’t forward the call to the busy extension.

If this feature is important to you, I suggest checking the ideas section to see if someone has already submitted this request, and vote to increase its popularity. If it doesn’t exist, you need to reach Gold Partner level to submit your idea, or find a Gold Partner or higher to submit the idea on your behalf.

thanks,

Have a great day too !

 

[echotech]

Hi,
Are you aware that people who respond on the forum typically do so voluntarily?
The least you could do when asking for help is to say hello, please, thanks.
I believe that’s the basic courtesy deserved by those who willingly offer their assistance. I can’t guarantee you’ll get a response on the forum if you use polite expressions, but it certainly won’t hurt.

Don’t you think so?
Alternatively, you can use the 3CX ticketing system directly; you have 10 free tickets at your level. They will respond even if you don't say hello.

It's not an issue. The deskphones maintain their calls history independently of 3CX. The call history for received, made, and missed calls is not synchronized with 3CX (3CX does not support the Deskphone Network Call Log feature and Yealink does not expose this option in the firmware provided to 3CX by Yealink..).
Therefore, if the deskphone didn’t ring because it was already in a call, it never received information about that call. That’s how it is with all deskphones. Not only Yealink. It’s not the phone rejecting the second call; it’s 3CX that doesn’t forward the call to the busy extension.

If this feature is important to you, I suggest checking the ideas section to see if someone has already submitted this request, and vote to increase its popularity. If it doesn’t exist, you need to reach Gold Partner level to submit your idea, or find a Gold Partner or higher to submit the idea on your behalf.

thanks,

Have a great day too !

 

[echotech]

Hi Guillaume.

Thanks for the response. I'm normally a bit more personable but have to admit that was not my best post.

Appreciate the explanation. I see the logic in it and will relay that to the customer. I know though that I'm going to get the good old "but that's how it worked with the old system with the same phones" so not sure how I'm going to work something out for the customer that keeps them happy. If I'm lucky... maybe they will just accept it and move on. Fingers crossed.

 

[Guillaume Bourgeois]

Thanks for the response. I'm normally a bit more personable but have to admit that was not my best post.

Respond to two other questions posted by other users on the forum to help the community, and I will forgive you!

[…]

Appreciate the explanation. I see the logic in it and will relay that to the customer. I know though that I'm going to get the good old "but that's how it worked with the old system with the same phones" so not sure how I'm going to work something out for the customer that keeps them happy. If I'm lucky... maybe they will just accept it and move on. Fingers crossed.

Ah, the classic "It used to work on the old system"... I agree with you. It's often the first response from clients.

Over time, I've learned to respond to this remark. Here's an example of a response I use, and I hope it gives you some ideas:

« I understand what you're saying, and to be completely transparent, I've experienced something similar myself. I switched cell phone providers but kept the same phone and was surprised to find that my new provider doesn't offer display caller ID name (CNAM) for incoming calls, which my old provider did, even though I'm using the same mobile device. Well, I admit that at first, I was disappointed, but after some thought, my new provider offers other benefits that my old one did not. »

Then talk to them about the WebClient, which will likely address all their challenges.

A+