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Valued Contributor II
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Call history broken
Had a new phone number (non port) installed about 7-10 days ago to a eMTA (DPQ3212). Everything works great phone wise, but the "Call History" tab under Phone Tools does work. This is signed in using the main(admin) username for the account.
I do not pay for caller ID. Other features like call waiting do work and are controllable via phone tools so the profile itself seems to work.
Should I just wait longer? Week or two? Low priority but is it anything I need a ticket for? Suggestions? Thanks.
Tecknowhelp
Valued Contributor II
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Could I have a moderator assist with this? Do I need to call in for support? I know it's just some items in the switch that needs to be configured, and I don't mind if it takes a while, just need a game plan. Phone is for a state funded disabled person so call history is import for Dr appointments. Thanks.
Also, does Cox have any support info for E911. I will be doing a 911 test call when state inspection worker is here and want to know what they "should" see. Comparing it to what a google voice line might offer.
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StephanieA
Former Moderator
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Tecknowhelp
Valued Contributor II
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Email sent.
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StephanieA
Former Moderator
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Hi Tecknowhelp,
I had to submit a different ticket for you. Please email me again and I can reply back with the new ticket number.
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Tecknowhelp
Valued Contributor II
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Email sent again. For reference, latest ticket I have is CUI000003242777. Will edit if changes.Thank you.
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StephanieA
Former Moderator
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There is a new ticket number HLP000005564730 that is to resolve your issue. I'll let you know once I get an update.
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Tecknowhelp
Valued Contributor II
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What is the expected turn around time for a solution for this type of issue? Week? Month? Not in a huge hurry but it is a useful feature I would like to use.
Also, if/when you do fix the problem, could you explain how you fixed it? Either in simple terms of by email? I see people having this issue in threads around me, and I would like to help them and anyone else who may have this issue. Thanks.
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StephanieA
Former Moderator
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Tickets are worked in the order in which they are received and the turn around time will depend on the work load. As far as the solution, we won't be able to get that information unless it's added to the ticket as a resolution. I do know that we have manually added the trigger in the switch and it's still not working. I'll let you know once there is an update.
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Tecknowhelp
Valued Contributor II
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That is what I am requesting. Can a post mortem be done after solution? I understand Corp. does thing their way, but can't hurt to ask. Understanding the problem is more important to me then fixing it it at this point. Even if it takes longer to fix.
I also understand you can't post anything account related, so if it's anything like that, just email me?
PS. I actually know the guy who helped you with the switch. Cookie Monster Jason is a good friend. One of the old bloods.
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Tecknowhelp
Valued Contributor II
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::Update:: Just logged in and Call History is now working. If it wasn't a switch issue, what was it? Provisioning on the data side? I happened to be talking with Cox about a billing issue when I noticed it was working, so they updated the account notes with that info. I also wanted to let you know too and thank you.
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DustinP
Moderator
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Thanks for this update since the ticket was submitted. There wasn't any detail provided as to the steps taken once this was assigned to an agent. We appreciate you taking the time to let us know this was an issue, and letting us know it is functioning.
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Tecknowhelp
Valued Contributor II
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Those Atlanta corp. folks sure do things their own way huh? Very cold ticket triage with many kick backs and tickets closed without proper resolutions. They don't have to follow the rules because they make them. I think they need to take some Tier 1 calls to freshen their blood.
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NicholeC
Moderator
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I apologize for your wait. This ticket is still being worked. We'll continue to keep you updated.
Thank you,
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Tecknowhelp
Valued Contributor II
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Is the ticket resolved yet? What was the causing issue?
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Becky
+2 more
Moderator
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Stephanie and I don't have details about what actually fixed your Call History. The issue was affecting multiple customers and was resolved by a corporate application support team before the Phone Tools folks addressed your ticket.
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