Phone tools not working
Phone tools are not working at all. Can’t get voice mail & there is no call history showing up at all.
Forum Discussion
When I select the Missed tab, missed call records dated on or before 12/18/2024 are displayed for all Days selected except 7 because the last available date is more than 7 days ago.
Permission was requested and given to post. Cox: "A new escalation ticket was in fact opened on 12/18/24. It is assigned and being worked on by one of our Senior Software Engineers". 01/04/2025 1:23pm CT
What I initially thought was a workaround is just another program bug. After the Missed tab has been selected, entering any value in the search box and clearing it will populate the current tab selected with the same missed call records available in the Missed tab. This includes Voice Mail if there's at least one new or saved voice mail. Call records containing the search value somewhere in the name/number are displayed initially. Clearing the search value then displays all missed call records for the selected Days. But there's no benefit obtained from doing it since the only call records displayed are already available in the Missed tab.
A change made 12/18/2024 may have caused new call records to be improperly formed. But I would expect that to cause a collection query to fail and records created prior to that date wouldn't be returned either. Worst case would be if new call records are not being saved. A query would still return the earlier records.
Cox is finally acknowledging there's a known issue with Voice Tools Call History. But it's most likely an issue of their own making. If they have proper change controls, they should be able to restore to the last known working version which I believe did not include the Search box. (Call records between 12/18/2024 and 01/05/2025 will probably never be available). They should develop the new version in a test environment and only deploy it when it has been thoroughly tested and signed off by appropriate management. But, that was prefaced with "If they have proper change controls...".
Hi Pam613,
We understand these features are important to you. I regret there is a known issue with our Voice tools and apologize for the inconvenience. Our teams are working on a fix.
Some customers have been able to access their data by ensuring the ALL tab and not the Voice Mail or Missed tab is selected. Also, adjust the length of time to look back drop down: 7/30/60/90 days.
Hope this helps but if no luck, please bear with us.
Cox Support Forum Moderator
The all tab is not working either…..there is no history showing whatsoever even though I have made calls and received them. When will this be fixed? There are a lot of us who rely on this for different reasons.
Pam613 I'm so sorry but we don't have a time frame to get the call history back in order. I do know that it's something that we've been working on vigilantly.
For me, call records appeared in the ALL tab one day only a couple of weeks ago and disappeared at midnight that day. Spam calls were normally blocked so I can't even be sure they were calls to me. One valid outgoing call record appeared on a different day but disappeared after signing out and signing in.
An outage of this length should never happen. If Cox required proper testing and change controls before customer facing changes are implemented, this wouldn't have happened in the first place.
It still has not been fixed for over 3 weeks now!!!
