Verpasste Anrufe werden weder in der 3CX App noch auf dem D785 angezeigt

[techsupportkoeln]

Hallo zusammen,

ich habe bei einem Kunden das Phänomen das bei manchen Mitarbeitern keine verpassten Anrufe in der App und auf dem SNOM D785 angezeigt werden.
Das Feld im Dislay vom D785 ist einfach leer. Bei anderen hingegen steht "Verpasste Anrufe: XY".

Alle Mitarbeiter nutzen das SNOM D785 mit der aktuellsten Firmware.

Liegt das am Hotdesk Modus? Oder liegt das an der gleichzeitigen Verwendung der 3CX App auf dem Handy?

 

[JohnS_3CX]

Hello,

If these are Queue Calls, they will not leave missed calls.

Generally missed calls appear when someone calls your extension directly, it rings, and you do not answer.

Also if you have forwards, some calls will reach that destination instead of ringing your device.

 

[techsupportkoeln]

Hello JohnS,
we don't use queue calls.
It doesn't matter if the call come from intern or extern directly.
We don't use forwards.

 

[JohnS_3CX]

Ah ok then if the user has answered the call on their app, the call was not considered lost so it will not be on the Snom history. This is the expected behavior:

- If you answer it on the app, the Snom will not show a missed call.

- If you answer it on the Snom, the app will not show a missed call.

- If the call was not answered anywhere: both Snom and app show a missed call

 

[techsupportkoeln]

Thanks for the information, exactly this is not happend:

"If the call was not answered anywhere: both Snom and app show a missed call"

I have seen it 2 hours before, the Handy and the Snom Phone was on the desk. The user didn't toucht anything. The missed call was not on the phone and not on the app. The call was internal from another employee. It was a direct call.

 

[JohnS_3CX]

Ok if you roughly remember the time, then generate a report to see what really happened to your call:


You should expect to find that call, and the reason explained. For example:

 

[techsupportkoeln]

we have the following report:

2/18/2022 11:59:24 AM

USER 1 (022)

USER 2 (049)

unanswered

00:00:19

00:00:00

00:00:19

0.00

Failed Canceled

 

[JohnS_3CX]

Yes in this case there might indeed be a problem, because this call should have appeared in the missed calls of the Snom or the app if the report clearly shows unanswered.

If this happens often then we will need to investigate deeper. Can you please read this post and provide us with additional details about this installation?
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[techsupportkoeln]

• 3CX Version, Professional, 18.0 Update 2 Build 314
• Server OS, we used the 3CX Linux ISO for the Installation with Version 18 last Year
• Is the 3CX Server Hosted and where? On-Premise under ESXI
• IP Phone Make/Model/Firmware version, SNOM D785
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, Siptrunk, NetCologne
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Thanks! Please ask the customer to be aware next time this happens and inform you immediately to get logs from the machine.

This article describes how to enable Verbose logs
https://www.3cx.com/docs/collecting-logs-for-3cx-support/

The logs might be able to show what happened to the missed call the next time this happens.

 

[techsupportkoeln]

The Problem is only with Phones in Hotdesk Mode. The other one don't have this problem.