Unavailable call logs for external numbers

[zein1]

Hi All

I am having an issue as my customer complains that the call log for external numbers appear to be unavailable for both incoming calls and outgoing calls (TAC only appears) on Avaya 1608 while for internal calls, numbers appear normally in call log.

Anyone knows how to fix this?

[rvengco]

Hi Zein,

1.)Do the calls showing as unavailable in the call logs were answered calls or missed calls?
2.)What if the phone gets answered, what do you see on the display of the phone while the call is in progress? does it show the Caller ID of the caller or the connected number? then after the call is done and when you browse to the call log for the answered call will it show as unavailable for that call? is that the case? If the calling party number is not being passed by the service provider then you may only see TAC number as as the caller so make sure if the caller ID is being received first when call is received on the phone.
3.) Do you have other IP phones onsite like 96XX type of phone? Do they have the same issue or is this only happening to your 1608 Phones?
4.) What is the firmware of your 1608 IP phone,As a preventive measure,I suggest you to make sure that the firmware of your 1608 phone is on the latest. Below you will find the link for the latest release for 16xx phones

https://support.avaya.com/downloads/download-details.action?contentId=C2013429202258810_7&productId=P0468&releaseId=1.3.x

[zein1]

Hi rvengco,

I am very sorry for late reply as I was testing with the customer and very thanks for your reply.

1.)Do the calls showing as unavailable in the call logs were answered calls or missed calls?

- Missed calls.

2.)What if the phone gets answered, what do you see on the display of the phone while the call is in progress? does it show the Caller ID of the caller or the connected number? then after the call is done and when you browse to the call log for the answered call will it show as unavailable for that call? is that the case? If the calling party number is not being passed by the service provider then you may only see TAC number as as the caller so make sure if the caller ID is being received first when call is received on the phone.

- When the call is in progress or gets answered it shows the caller number. If a call gets answered it shows the caller number in the call log while if it is a missed call it shows unavailable. This case happens for incoming and outgoing calls when the auto answer is activated for the agent, otherwise it works. How can I allow the calling party number to be shown?

3.) Do you have other IP phones onsite like 96XX type of phone? Do they have the same issue or is this only happening to your 1608 Phones?

- No, only 1608

4.) What is the firmware of your 1608 IP phone,As a preventive measure,I suggest you to make sure that the firmware of your 1608 phone is on the latest. Below you will find the link for the latest release for 16xx phones

- FW 1.300B

[rvengco]

Hi Zein,

You mentioned :
When the call is in progress or gets answered it shows the caller number. If a call gets answered it shows the caller number in the call log while if it is a missed call it shows unavailable. This case happens for incoming and outgoing calls when the auto answer is activated for the agent, otherwise it works.

--> so if the agents are not logged-in to the station or if the agents are not set as auto-answer, all call logs will display fine? and if the agents are logged-in with auto-answer then the display show as unavailable? and also you mentioned that If a call gets answered it shows the caller number in the call log.
I'm just wondering, if it is set as auto-answer, then calls will be answered automatically right? and if it is answered as you mentioned it should display fine in the call log, how come if it is auto-answer is set but and will show missed calls?
--> what is your cm version and patch?

[zein1]

Hi rvengco,

The call logs gives (Unavailable Unavailable) in answered calls while the auto answer is activated and If you give a missed to the extension while the agent is logged in, it will show also Unavailable. This is the case for incoming calls

For outgoing calls, If the agent is logged in with auto answer activated, it shows unavailable for all external calls that don't get answered.

CM version 5.2.1 SP17

[rvengco]

Hi Zein,

Please upgrade the firmware of your 16XX phones to the latest firstly just to make sure you have all the fixes upto date. There have been some call log related issues in the past that resolves by upgrading the firmware.

You may also check the Doc ID SOLN147040 as an example

[zein1]

Hi rvengco,
I will try to upgrade the firmware and check again.
Thank you very much for your support.

[msaied]

Hi, i've the same problem and my ip phones firmwares are up to date.

[fazil3]

In the settings file check this parameter - "SET LOGUNSEEN 1"

## LOGUNSEEN specifies whether incoming calls that did not cause alerting will be logged
## as missed calls (e.g., calls that are forwarded because the phone is busy).
## Value Operation
## 0 Unseen calls will not be logged (default)
## 1 Unseen calls will be logged

SET LOGUNSEEN 1