Missing calls from call report (bug?)

[ASTERHC]

Using the 3CX API I have the previous week (Monday 00:00 to Friday 23:59) call reports download every Monday morning.

I was double checking some call numbers while working in Power BI and noticed a descrepency in the number of calls. I manually ran the 3CX call report using the 3CX web console with the report date and times as follows, 01-04-2026 00:00 to the 26-04-2026.

Using Claude I had it compare my previous four call reports (1st to the 5th, 6th to the 12, 13th to the 19th and 20th to the 26th all from Monday 00:00 to Friday 23:59 for the month of April in 2026) against the omibus report (01-04-2026 00:00 to the 26-04-2026) and Claude was able to identify 480 calls missing from the omnibus.

Here is a screen shot from the omnibus report.

compared to one of the weekly reports that I had automatically created where you can see that this prior report has four additional calls logged.


What is really stange is that there are three users and one DID that are the cause of these missing numbers from the omnibus. All three users have recently been deleted from 3CX and the DID was removed from one of the trunks and readded back later.

It is not all calls from these three users and DID that are missing just some. Checking with Claude all the missing calls from the three users are outbound and the calls all went via our main outbound trunk. The DID was not associated with this trunk. The DID missing calls are all inbound on a different trunk.

Does anyone have any idea what is going on and why after deleting these users outbound calls from these users are now missing when the call report is run? Feels like some kind of bug to me.

 

[KyriacosS_3CX]

Hello,

Could you share the PBX version and some example of the API call, to see endpoint and parameters used?

 

[VoIPTools]

I'm not going to concentrate too hard on this question. I only want to mention that the date/times returned by the API are likely in UTC, and depending on your time zone, the calls included in the lists might not match if one report is querying using local time and the other UTC.

 

[ASTERHC]

Hello,

Could you share the PBX version and some example of the API call, to see endpoint and parameters used?

Version 20.0 Update 8 (Build 1121 Release) and the endpoint is

$BaseUri = "{0}/xapi/v1/ReportCallLogData/Pbx.DownloadCallLog(periodFrom={1},periodTo={2},sourceType=0,sourceFilter='',destinationType=0,destinationFilter='',callsType=0,callTimeFilterType=0,callTimeFilterFrom='0%3A00%3A00',callTimeFilterTo='0%3A00%3A00',hidePcalls=true,clientTimeZone='Australia%2FBrisbane')"

the calls included in the lists might not match if one report is querying using local time and the other UTC.

Sure but that would only show up if the calls were missing at the start of or end of the report dates and times. It does not explain why calls would be missing in the middle of the time. You can see from the screen shot that there are missing calls between other calls, in some cases there are calls 14 to 22 seconds on either side.

 

[ASTERHC]

Very interesting. This morning I re-ran the omnibuss (1st to 26th) via the API and web console and I can see that the calls (the ones missing in the screen shot are now there and Claude is confirming that the fresh call reports contain these calls.

I have no idea what is going on.
Update: The API and web console reports that I ran this morning have different permissons to my reguar user account. The missing enteries occur when my account which has the owner rights vs this mornings web console which was run using the system owner account. The API also has system owner rights.

Looking through the permissons matrix I cannot see anything that the owner cannot do that would result in users (these were just standard users) from not showing all of their calls in the call reports.

 

[KyriacosS_3CX]

Hello,

The "Owner" user type is a Group/Department level permission - once users were deleted, they no longer belong to the department that the "Owner" can see, hence their calls were not shown (exactly which ones would depend on other participants etc etc).
The "System Owner" has no limits on their view.

 

[ASTERHC]

Hello,

The "Owner" user type is a Group/Department level permission - once users were deleted, they no longer belong to the department that the "Owner" can see, hence their calls were not shown (exactly which ones would depend on other participants etc etc).
The "System Owner" has no limits on their view.

Thanks for the explanation. I personally feel that this isn't an ideal way to handle deleted users call log entries as it gives inconsistent results in the logs such as in my case not being able to see out going calls from these users but can see incoming calls.