Forum Discussion

The_Cats's avatar
The_Cats
New Contributor
6 years ago

Voice Tools - History - Outbound calls No CallerID, just phone number after mid June 2019

Have talked to several Reps and all say this was a "Feature Change" that happened mid june when new Voice tools add NoMORobo functionally. When I view my History, prior to mid June - All of my outb...
ChrisL's avatar
ChrisL
Former Moderator
I do see where the the ticket is on hold awaiting login information. A screen share will not work as how a different group will be investigating the issue. We won't necessarily need your current login information as how simply resetting to something our support team can use during the troubleshooting process.

-Chris
The_Cats's avatar
The_Cats
New Contributor
6 years ago

Thanks Christ.

Let me ask a simple, very simple question - what should I see displayed via Web Voice tools, Cox Connect App or VoiceEverywhere App for my OUTBOUND calls? Just the phone number or maybe the number with CallerID info. All of calls are 10 digit numbers - as I live in San Diego CA

  • KevinM2's avatar
    KevinM2
    Former Moderator
    6 years ago
    Hello, for outbound calls, the name of the individual you are calling should show up on your Caller ID history, if this individual is listed in your contacts. This is also the same for inbound calls as well. -Kevin M. Cox Support Forum Moderator
    • ekhawaii's avatar
      ekhawaii
      Contributor
      6 years ago

      KevinM2...the Cox Connect App, on my Android (could be different on an IPhone), definitely has the OUTbound col with UnKnown listed under the phone number.  Mine goes back to the first listing starting in 5/19/19.  Unlike Cats, his shows UnKnown starting in mid June.  Kevin....login in to your own cells Cox Connect...do you get UnKnown listed under the OUTBound col, because Cats and I DO here in Calif.

      When you login to the Voice Tool, using either from a PC or from my Cells Google login, there is no Inbound/Outbound col.  Also, the CallerID info, when listed, is from a different source.  The PC/CellGoogle has entries from my stored Address book.  The Cell Cox Connect App uses names that the callers themselves and not what is in my Address.  I do not use a VoiceEverywhere App.

      I'm not bothered by this Bug like Cats, However, it is broken, but maybe only for specific markets or specific users.. I do not see any other people complaining or even trying to comment about this issue...strange to think only the 2 of us has a problem, maybe others just don't want to spend their time commenting.  KevinM2, try connecting to your own cell phone!  Cats is implying that something changed back in June, for me, it happened earlier in May.  For the web, you can go back 120 days, but cannot do this from the phone App..

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        Hi ekhawaii, this is not a normal occurrence, and this issue needs to be escalated to our engineers. If you'd like us to escalate this case on your behalf, please email us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
    • ekhawaii's avatar
      ekhawaii
      Contributor
      6 years ago

      KevinM2... your statement above a few days ago, "if this individual is listed in your contacts" stmt is totally Wrong.  At least for the Cox Connect Android App (I have the latest). First, I do not see a separate Address Book or contacts location that I can put into "my Phone."  Now, I do have a whole list of Callers input into the Address book of the PC Web version of VoiceTools (for both PC and Cell internet), but I don't see this list anywhere in my phone when using the COx Connect.  For the Apps, is there a dropdown listing somewhere in the Apps?  For the internet Voice tool, Yes, the Address book is used when matched, but No for the Cox Connect App.

      Apparently because there is no Cox App Contact list, what I get is a CallerID for the Incoming to be the actual callers ID, and not from My own Address book.  For Outgoing that is unknown, obviously  there is no CallerID to refer to so Cats and I get "Unknown."  Check your own cell phone and tell us where the Address book is and if you are actually getting something other than Unknown.