v20 - Calls are not recorded anywhere..

[Alphabetic]

Hi support

i've had a service report that calls are missing when they go to search for them.
When I compare 3CX log to the SIP provider logs, the call is missing in 3cx.
There is no log, call report or recording of the missing calls.

I have 2 examples.

 

[Evolute IT]

That call at 4:46 lasted 45min. You sure it's not going to another DID or system for some reason? Clearly it was answered.

 

[Alphabetic]

That call at 4:46 lasted 45min. You sure it's not going to another DID or system for some reason? Clearly it was answered.

Even if it was, the filtering was just date and number. I've gone through all the recordings listed and it just isnt there.

 

[Evolute IT]

Even if it was, the filtering was just date and number. I've gone through all the recordings listed and it just isnt there.

Are you checking the call log or just the recordings?

If the call never reached an agent, it will not have a recording.

 

[Alphabetic]

Yes, ive checked call log and recording.

It was an outbound call, you can see the call was 45 minutes long but in 3CX it doesnt exist.

 

[Evolute IT]

Yes, ive checked call log and recording.

It was an outbound call, you can see the call was 45 minutes long but in 3CX it doesnt exist.

Maybe the call was made from another system that uses those credentials. Or you got hacked somehow.

I highly recommend asking a SIP capture or details for that call with your provider.

 

[Alphabetic]

They're genuine calls made from one office. it's 100% from 3CX as its the only place where the SIP is registered and is locked down to IP.

 

[Evolute IT]

They're genuine calls made from one office. it's 100% from 3CX as its the only place where the SIP is registered and is locked down to IP.

Any calls made should appear. There's something else at play here.

Oh and depending on the provider, hackers don't need the same SIP reg to place calls necessarily. Just any account and knowing the DIDs.

 

[Alphabetic]

QCB was requested from this number at 00:34 and 05:04 yet no mention of these calls in call log or failed QCB report.

 

[Evolute IT]

Then I guess open a ticket with those information.