Reports Generating Incorrect Information

[BigBaddaBoom]

We run a weekly report that lets me know whom in a call group is picking up calls, and the number of calls they are picking up throughout the week. What I've found is starting the week of 12/20/2020, the reports are inaccurate. It's showing some users have picked up 0 calls, but I can search that user's extension in the call log and I see that they are in fact picking up calls. I've found this issue on at least two of our 3CX servers that are completely isolated from one another. One server is hosted and the other is on prem. Both 3CX versions are at 16.0.7.1078. Was there a bug introduced in the December update? Is anyone else able to replicate this behavior?

 

[VasilisV_3CX]

Hello,

Can you provide us with specific information regarding the call flow on each of the systems? From when the call reaches the PBX to when the agent picks up the call, and if they then transfer the calls etc.

 

[BigBaddaBoom]

In both organizations, incoming calls go into a ring group. In organization A, ring group 1 will ring 2 times and if it goes unanswered it will go into ring group 2 where it rings an additional 2 times, and then transfer to ring group 3 where it rings until picked up. I can see in the report in organization A there are other users that pick up the call. In organization B (my organization), we have a similar set up but the person answering the call typically doesn't transfer to another existenstion. We ring 3 times in ring group 1, then it goes to ring group 2, then it goes to voice mail.

The reason why I believe there was a bug in the December update was the reports were generating accurate information up through December 20th. I looked back as far as I could go and information looked correct. It wasn't until the December 20th report this became an issue. I am unable to see in the logs if an automatic update was applied.

 

[VasilisV_3CX]

You mentioned that they worked until the 20th of December and not after. If they are not working at the moment, and as the call reports require data to sift through to find the solution, may I suggest logging this through to support and providing them the reports to look through in order to assist you find a solution?