Queue call no presenting to mobile app

[ashfre]

Is there anyway to check if a mobile app was live and online at a certain time?

We have a customer that was covering the out of hours shift but didn't receive any calls between 11:00pm and 8:00am the following morning. There were a few calls throughout the early morning which should have been presented to the user, calls were only presented to the Queue between 3:00am and 6:00am. The user claims the mobile app did not ring or signal an incoming call.

I have run several reports and can see the user was logged in to the Queue overnight and the Queue had multiple polling attempts to that user for the calls between 3:00am and 6:00am. However is there any way to show if the mobile phone application was live, online and registered/active at this time? The customer has also mentioned that the call history on the mobile phone app doesn't show these calls but the Webclient does.

Any ideas anyone?

 

[ChrisC_3CX]

You might be able to get more info from the 3CX Logs, however, if they were not in Verbose Mode the during the time the calls occurred, you won't be able to find anything noteworthy.

If the 3CX PBX was in Verbose mode, you should first generate the support info package from within the Management Console by going to "Upper-right corner >> Support >> Generate Support Info" as soon as possible before the logs roll over. This will send an email to the administrator email address containing a link to the Support Info package. Download it, and save somewhere it just in case.

Which Mobile App is in use, is it the 3CX Android App or the 3CX iOS App, is this something that happens often or was it a one time thing?