Call History Incomplete

Early May, I had need to search our business call history to validate activity. We enrolled in Business Voice Edge middle of last year but I hadn't needed to use the call history function until then. I was surprised to see that our call volume was incredibly low for the previous 30 days - some days had no calls at all. I knew this wasn't right as we are receiving and making calls constantly to clients regarding services and booking appointments. We have a main call group that rings our two in-house numbers/devices, the handheld cordless phone at the front desk and the desktop corded phone in the office. We primarily only use the cordless phone.

What I could see on the call history were all calls made in the last 48ish hours, and then only calls answered or made on the desktop phone going back 30 days which was next to none.

After spending way too long on the phone with support, I was told that call history is only saved for devices that have a user assigned to them. That made no sense since I could clearly see the call history for the cordless going back 48 hours and it did not have a user assigned (and the cordless device itself only goes back 24 hours). So, following that frustrating discussion that no one warned us about when the phone were setup BY COMCAST, I created an additional user and assigned them to the cordless phone.

Fast forward to today and I need to check the call history again as a client is claiming they called us for service but we have no record. Login to Voice Edge and pull up the call history and there is once again only 120 entries going back to May 1st. Start scrolling through and, again, calls answered and made by the cordless phone only go back 48 hours so I have no way to prove or disprove if this client spoke to my front desk.

This is incredibly frustrating and now actively hurting my business. Does anyone know how to fix it? Thanks!