Re: Call Information Missing From Windows Client; Visible in Web Client.

[logan.clarke]

My original thread has been locked so here is my follow-up.

Our server is fully up-to-date:


Clients up-to-data and we are still having the same issue.




Please advise our next step to getting this resolved.


Thanks,

Logan

 

[NickD_3CX]

Hi Logan,

As a first step I would like to ask you to upgrade your 3CX Windows App to version 16.3.0.198, which you should have got prompted to install, as you are V16 Update 7 on the PBX.

If the issue you are describing remains, could you please tell us, is it random, or does it happen on every single call in the Queue?

 

[logan.clarke]

Issue remains with the latest update.



It does not happen with every call.

Thanks,

Logan

 

[VasilisV_3CX]

Hi Logan,

We've run some tests here, making approximately 100 calls, and they matched between the Web Client Switchboard and the Windows Client Manager View perfectly.

Does your 'manager extension' have manager rights in all of the queues you're receiving calls on? When you say this does not happen on every call, can you ball park how often it happens?

 

[VasilisV_3CX]

Also, are you logged in as the same extension on both the Web Client and Windows App?

 

[logan.clarke]

It seems to happen more often when a call "falls through" from a queue to a ring group. However, we do see this when the call has only been in the queue. We also see it for internal calls.

Manager extensions have all relevant permissions. And yes it's the same extension logged into both clients.

 

[VasilisV_3CX]

Hi Logan,

We've tested the scenario where a call queue falls through to a ring group as well, and we can't reproduce what you're seeing at this point.

My suggestion at this time is to contact 3CX Tech Support via your Customer Portal (under 'Get Support') or to find a 3CX Partner to help facilitate logging a ticket to Tech Support.