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tim-prine453 asked ·

Automated Group Call Log purging

I have a group of 6 phones set up in a call queue that has been up and running for approximately 1 week. Yesterday we attempted to pull logs from the group to monitor missed/received calls to determine if we need to add additional phones/users to this group.

However, on Thursday we were only able to view calls that had been received since 12:30pm on Wednesday regardless of the time frame selected for the report. We verified with all of the users with access that none of them had purged the logs.

Today (Friday) we are experiencing the same issue. We are only able to view logs of calls that have taken place since 12:30pm yesterday (Thursday).

Is there an automated purge setting that could be enabled somewhere that I need to turn off, or a limit on the number of incoming calls that can be recorded before the log will clear itself?
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kim answered ·
Tim - the logs will not automatically delete.  I can check on the back end to see if they were purged by a user.  E-mail the Main Number + Queue Ext to community.support@ringcentral.com.
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Tim - Thank you for the e-mail... I reset all purged logs to Jan 2015.  Please logout & log back and and see if that worked. 

Let me know. :-) 
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No, only one additional call showed up from Monday. No other calls are showing prior to Thursday at 12:30PM.
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The Queue Ext has 4 numbers on it...were any of these number's changed or deleted? 
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No, none of the numbers have changed or been deleted
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Tim - I see call logs on the back end but inside the Admin account they are gone.  This is odd.  I created a case for you to be escalated for further troubleshooting. Case# 04193066   
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