Call history in phone tools
My call history in phone tools hasn't worked for about a month now and I'm given all different responses from Cox reps from they've opened a ticket & are escalating the problem & are working on it to...
Forum Discussion
Curt, I had to do that but I went in & changed the info before I gave it to them.
They said it isn't a nationwide issue and have contacted me via email a half dozen times claiming they can't fix it unless they sign into my account. I told them to stop asking me because it was getting annoying. I suspect a lot of people have the same issue but just haven't noticed or didn't bother to report it.
Hey, world. Is it normal for a service provider to sign into an individual customer's account to fix issues with their system? I don't recall ever being asked to allow that with any other company for which I have had an account. We would never have done that where I've worked.
I received a call this morning with a voice mail. The call is listed twice in "Voice Tools". The first is an hour before the time listed in the DVR call logs. The second occurrence contains the voice mail and the time is one hour and one minute later which is close to the actual time of the call according to DVR call logs. Logging the voice mail would appear to be a separate event that occurred one minute after the time of the call. The takeaway is that the time source used for voice mails is correct. The time source for calls is not. Attention, Cox engineers, please use the voice mail time source for calls too. Thanks.
Hi CurtB, thank you for bringing this to our attention, and we're so sorry for the inconveniences caused. We are closely monitoring this escalation. Can you please send us an email with a link to this forum thread at cox.help@cox.com? -Kevin M. Cox Support Forum Moderator
Curt, A lot of my calls are listed twice too & the time is still off by an hour.
Pam, when a call is listed twice, is one of the entries to indicate a voice mail? Also, is the time off for both entries, including the voice mail? Or, is the time off an hour for the call and correct (or close) for the voice mail?
Another bit of information that may or may not be relevant to the Cox engineers: When a call is listed twice, the call entry contains the name of the caller but the voice mail entry just lists the number.
Curt, you're right about when the call is listed twice its shows just the # first then the caller id. I didn't notice if the time is wrong on both calls but I'll watch for it. Just so disgusted with all the problems with phone & Internet
Pam613, I have been corresponding with cox.help@cox.com about the issue of times in Voice Tools call history being an hour earlier than the actual times of the calls.
I received the following email from Cox Communications a few minutes ago.
Curt, my times are still wrong & call that have a voice mail still show up twice. There are probably other people like myself that are just so frustrated with Cox that they’re not reporting issues. I will not give them my password or secret answers again because after that is when my email was compromised. Good luck to you in trying to get them to resolve this.
