Partner Call Logs not recording all calls

[thephoneguyjoe]

I have an Avaya Partner system installed that isn't recording all the calls that come in, just some and not many. I went in and completed a call from my cell and waited to answer it until the caller ID came up but the call wasn't recorded. A few are, so the programming seems to be right. I thought the customer wasn't waiting for the caller ID to come up before answering but that isn't the case. This is a high call volume place and its seems that the last call recorded was 2 days ago and just one. The previous call was a few days before and that seems to be the norm. Any ideas, I am perplexed. Thanks in advance, Joe.

 

[TouchToneTommy]

This is a cut and paste of a job aid I made for caller id logging, you probably already know all of this, but double check the programming:


Caller ID Logging on Partner ACS Release 3 and up
DESCRIPTION:
Up to 400 call records can be stored for the system. Each line associated with an extension to log
Caller ID calls is guaranteed a minimum of 20 call records.
Once programmed, all Caller ID calls that are answered by an extension and all unanswered Caller
ID calls that ring on a line associated with the extension are logged.
In addition, ONE extension can be assigned so that ALL answered Caller ID calls and ALL
unanswered Caller ID calls received at ANY extension on specific lines are logged
SYSTEM PROGRAMMING:
It is necessary to program 3 system parameters to utilize Caller ID Logging:
· “Caller ID Log Answered Calls”
· “Caller ID Log Line Association”
· “Caller ID Log All Calls”
System Programming is done from Ext. 10 or 11:
· Press Feature and dial 00
· Press the Left Hand Intercom button Twice to enter System Programming
o Caller ID Log Answered Calls

For each extension that will log its answered calls:

Dial #317, dial the Extension Number, then press 1 (Assigned)
o Caller ID Log Line Association

For each extension that will log its answered calls, AND for each line that
is assigned to the extension:

Dial #318, dial the Extension Number, dial a Line Number, then press 1
(Assigned)
· Note: Line Numbers are TWO digits, Line 1 is 01, Line 2 is 02,
etc. As an example, to assign logging to Ext. 10 for lines 1, 2, and
3, you would dial #318-10-01-1, #318-10-02-1, #318-10-03-1
o Caller ID Log All Calls

One extension in the system can be selected to show ALL incoming calls
that have been received, even if they were not answered by that extension
· Dial #319, then dial the Extension Number that will display ALL
calls
· Press Feature and dial 00 to exit System Programming