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

TheCats....I like the VoiceTools, phone History for the information it provides.  You need to wade thru the different presentations.  I notice that incoming calls do show a CallerID indicator IF the caller chooses to send out and not block, like businesses or pharmacy.  However, calls I make, if they are not in my VoiceTools Address Book, will just show the number and not my choice name.  Maybe you need to add more frequent names into your VoiceTool(VT) address book.

This VT area is different than the phones answering address book.  And, the infor here could also be different than the phones CallerID feature.  It came to my notice that COX has a internal answering machine that is different than the phones answering machine.  You will see Voice Mail in the History.  I feel this is triggered when you might be talking on the phone and someone calls....if the number of ring pickup on the Cox mail is greater than that set on the phones mail pickup, a message could be left there.  I wondered why I had an occasional Cox Voice mail....checking my History showed I was on the phone talking.  Just curious!

My original question is "What changed in June" and is COX aware of this change.

When I called into Support, several times and  even Second Level, No one was aware. Each said it "Was That Way Now".

What made my call to Support "Useless" was that the person I was talking to did not even have COX Phone Service,

Giving a "Moderator" here more info my account is not an option.

All a person has to do is bring up the COX Connect App on an iPhone and scroll down to "Voice Tools" and look at their Call History. Select my swapping to the left "OUTBOUND"  - Why is every outbound call since early June shows phone number and ID as  "Unknown", calls to the same number prior to early June show the proper CallerID under the phone number.

"What changed in June" and is COX aware of this change.

TheCats...I had a look at my Cox phone History thru my cell phone, and I agree....Voice Tools/calls/Outbound has all my calls listed as PhoneNo/Unknown down to 5/15/19 while the Inbound has names I recognize with just the 10 digit number.  I then went to my Cox account and did the same look at the Call history...first, they do not separate Inbound/Outbound into diff cols,  just the small arrow.  Here, the dates, times, names and numbers agree with the cell app.  Here, the outbound calls have either Vendor names, or a 10 digit phone numbers or ID's that uses names I've labeled in my Voice Tool Address book.  This Addresses are slightly different that those stored in my phones answering machine.

I don't think something happened to Cox in June, since my Unknowns go at least back to 5/15/19....I've never looked at this Voice tool much earlier to remember.  Now why the Unknown in the App and the correct info in the Web login, I don't know, other than the Database that each accesses must be at fault.  Check you PC link and at least be happy that the info is pretty close to correct using the PC.  As to a cell App, it looks a little different.

My other observation is the entries in the Cox Voice Mail and how it works in conjunction with the Phones own Voice mail.  How one or the other gets invoked.  Never paid too much attention to the Cox voice mail before I started looking at the online Call History.

I just set up a few real callers in my Cox Voice mail for reference if I ever needed to view the Call History on the Web.  I notice that the Cell App gives about 90days, while the Web gives 120 approx.  With the different interface, I'm guessing that Cox just doesn't extract the same data for both the App and Web interface.  At least the Web gives a better CallerID info.  Really useful for checking my Phone Blocked calls. to see how many times these idiot robots call even after I block them. 

You could bypass the App and just internet login to the Web Voice Tool set to get a more complete Unknown info. 

Something, is better than nothing.  I'd be surprised if Cox is really interested in fixing the App...with all the loss packet issues, dropped lines, no sound for selected stations on PC or cell...even the upcoming football channels...you're going to have to move on to another issue.

Update: Called into Support (8/12/2019) and was told to install the latest VoiceEverywhere App.

This latest App displayed the same call history - missing CallerID on all Outbound calls , after June 2,2019. So, the Web Voice Tools, Voice Connect (iPhone) and this new VoiceEverywhere - all have the same problem. It's the database, not the App.

Got transferred up to App Support to address the issue. She wrote up a ticket to be elevated to a higher level that handles "data issues".

Its been a week and I called into support to check the status of my Ticket. Well no one can answer the basic question - did something change during early June to Call history logging of OUTBOUND calls.

It seems I must be the one one to see this issue, as the support people think its the Web Voice tools, the COX Connect App, or the VoiceEverywhere APP that are not displaying the data correctly.

The Level One person checked the status of my trouble ticket and was told they need my ID and Password to view my account through the Phone App (VoiceEverywhere) -- I told him that that was not a possibility, so he check again and was told the ticket would be cloded. I offered to do a Screen Sharing ( Teamviewer) with them but he check and they told him "That was not what they Do".

I asked to talk to a Supervisor, as I was really upset with this lack of support. The Supervisor informed me that because it was not a "System" failure, but rather a "Data Display issue" it was not important.

If  you have the same issue as I have described, please post.  Support thinks is just me....

My testing observations  -- The Call History display by Application varies by device.

iPhone OSX 12+ (my iPhone is an 5E):

COX Connect v2.38: DOES NOT use the phone's Contact information, EVEN IF ENABLED.

Voice Everywhere v1.8.2: DOES USE the phone's Contact Information, IF ENABLED.

Samsung Galaxy Tablet 2:

COX Connect v2.38.0.755: DOES USE the tablet's Contact information, IF ENABLED.

This unit was not able to install the Voice Everywhere App.

Web Voice Tools:

USES the "Address Book" entries to override the displayed Name associated to a given phone number, whether Inbound or Outbound.

Cats and KevinM2, after fiddling with the different hardware platforms from PC Web interface, IPAD and cell phone connections to the Cox Connect Apps, I've come to the following conclusion.  First, KevinM2, I was wrong about the CallerID not reflecting the correct info.  You were right, if you enter each platforms Address Book, or Contact with correct data, this info will be reflected correctly.  I had trouble with the Contacts for the IPAD.  My InBound does now show either the callers User info or my entries in the Contact.  My OutBound shows Unknown or entries from my Contact. 

For the PC interface, the Address book is used along with the incoming call ID info.  If no Address book entry, the Outbound on the PC just has the phone number called.  The original confusing thing was the different platforms having to supply their own Contacts.  I was thinking that the Apps just read the Cox Database that I saw on the PC Web to Cox....I guess not exactly true.  My Bad.

For Cats main question about a change occurring about mid June, when he started getting Unknown, yes...something had changed....Go ahead and just add all your good numbers into the Contacts and move forward.

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