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joe33067
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PostPosted: Thu Feb 16, 2006 9:15 pm    Post subject: Call activity discrepancy Reply with quote Back to top

There are calls showing up on my telephone's caller id, which do not show up inthe activity section of the web site. Why? Thanks, Joe.
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navydavy2001
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PostPosted: Thu Feb 16, 2006 10:22 pm    Post subject: Reply with quote Back to top

Even though sometimes it's touted to be, and often times is, the dashboard is not instantaneously updated when a call comes through. Are you waiting some time before checking? If so, I'd say a call to support is required.

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PostPosted: Thu Feb 16, 2006 10:28 pm    Post subject: Re: Call activity discrepancy Reply with quote Back to top

joe33067 wrote:
There are calls showing up on my telephone's caller id, which do not show up inthe activity section of the web site. Why? Thanks, Joe.


Are you answering these calls? Calls that go unanswered (and don't go to voicemail or another answering machine) will show up on CID but not on the Vonage activity list.

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joe33067
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PostPosted: Fri Feb 17, 2006 6:57 am    Post subject: Reply with quote Back to top

I wasn't home, so I don't know if they were answered. The callers did not leave a voicemail, so maybe that is why. I will test that theory out, by calling the number, and hanging up before voicemail picks up, and by hangng up after voicemail picks up but without leaving a message. Thanks.
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maryjane
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PostPosted: Fri Feb 17, 2006 8:10 am    Post subject: Re: Call activity discrepancy Reply with quote Back to top

joe33067 wrote:
There are calls showing up on my telephone's caller id, which do not show up inthe activity section of the web site. Why? Thanks, Joe.


Had the same thing happening here.

Problem seemed to clear itself up this morning though.

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firewall
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PostPosted: Fri Feb 17, 2006 6:08 pm    Post subject: Reply with quote Back to top

Don't have that problem but my "activity" time is 4 hours off. I double checked my account information and I am set for the right time zone. Anybody else having this problem?
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laserpc
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PostPosted: Fri Feb 17, 2006 6:53 pm    Post subject: Activity Log Times Off by 5 Hours Reply with quote Back to top

My activity log times are off by 5 hours, yet the dashboard shows the correct time. After spending 1.5 hours on the phone with 5 different tech support people I was disconnected. They all kept saying the activity log is supposed to show the GMT zone for all users regardless of location. I explained to them I have always received the EST time on the activity screen since I had the account. I print out the 7 day activity logs each week. They claimed they kept escalating the problem. When I called back, after speaking with 2 reps, I was transferred to a lady who gave me the same spiel about the GMT time. I even told her the help page says you will get all call activity in your own time zone. Finally, after some coaxing (and a 51 minute wait), she spoke to a manager and he told her the time should be the same. She finally issued me a ticket number and said the issue would be sent to the engineers. Now, lets see how long it takes to fix the problem.

I am so frustrated with Vonage, I am ready to cancel the service due to other issues that can't seem to be resolved.
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firewall
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PostPosted: Fri Feb 17, 2006 7:25 pm    Post subject: Reply with quote Back to top

laserpc

Thanks for the update, sorry for the aggravation! This seemed to start today, maybe they are doing some kind of upgrade! If I'm not mistaken the time being displayed is in fact GMT time, I too am on EST.

Let us know if they answer your ticket.
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laserpc
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PostPosted: Fri Feb 17, 2006 7:33 pm    Post subject: The actually fixed my ticket Reply with quote Back to top

Hey Firewall,

I just checked my account and the issue has been fixed. Obviously something so simple...yet it took numerous phone calls and over 2 hours on the phone to resolve this issue.

I could not get the first few reps to understand, the times have to be accurate because we bill based on the calls and times.

One of the techs told me they were in New Jersey, but do they really send a lot of these calls to India?

Have a good weekend!
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firewall
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PostPosted: Fri Feb 17, 2006 7:39 pm    Post subject: Reply with quote Back to top

laserpc,

Maybe we were in a time warp....LOL.

You have a good weekend too!
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