Have talked to several Reps and all say this was a "Feature Change" that happened mid june when new Voice tools add NoMORobo functionally. When I view my History, prior to mid June - All of my outbound calls still show CallerID data and after mid June only the Phone number. When I view the Voice Tools via Cox Connect App they show the phone number and "unknown" under it. I feel this is a "Programming" error and NOT a "New Feature". Where is the documentation? Please restore this functionally.

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!

@The Cats This link explains all the features and benefits of the voice tool www.cox.com/.../voice-tools-benefits-and-features.html. Jonathan J Cox Moderator

Yes, I read the link you provided, Quoited here: "Why does the Call History log list the name of some outbound calls as either unavailable or blank? These calls go through successfully, but the call log cannot list a name associated with a 7-digit outbound call. Only 10-digit calls list the name being called." Per this statement my calls outboundshould be listed with CallerID. All of my calls are 10 digit, we can no longer make "local" calls, that change years ago. My original question is "What changed in June" and is COX aware of this change.

Hello. We may need to take a closer look at this issue for you. Please send us an email with your full name, address, and a link to this thread to cox.help@cox.com. Thanks. -Allan Cox Support Forums Moderator.

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.

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

ChrisB
Community Manager
6 years ago
Hello All,

I wanted to follow up on this since there has been some confusion regarding Caller ID on Voice Tools. The Cats was migrated to Cox Voice recently which brings with it a handful of new features and functionality. The ability to see information for the outbound number when dialing is uncommon by today's standards and is limited to some Cox markets on the older Cox Digital Telephony platform. By definition, "Caller ID" information is provided by the originating carrier for the incoming call, and is not generated for display to the individual placing a call.

Having said that, Voice Tools will display the name of the person you are calling if the name and number of the person are in your Address Book.

We are working to update our Voice Tools support documentation to better reflect this. Thank you for bringing this to our attention.

-ChrisB
- The_Cats
  New Contributor
  6 years ago
  Thank you, ChrisB, for your followup.
  
  I live in San Diego, CA area and the migration to the "NEW" Cox Voice with "new features and functionality" occurred on June 7th, 2018. The Outbound CallerID being listed in the Voice tools had been there for well over a year.
  
  As a Software developer, let me analyze this: A "Feature" that was in Production in the "older Cox Digital Telephony platform" was not considered in the migration as part of your "handful of new features and functionality", because it was "Uncommon".
  
  The Voice Tools are part of a "Product" provided by COX Phone Systems. The "uncommon" use of recording Outbound CallerID in ones "Call History" meant that they were providing "beyond the Common", giving their customers a more robust "Call History".
  
  "Feature Suggestion"- In reviewing my own history, 95% on my calls were to people that had called me in the past. I developed a web interface tool that would "lookup", using my Inbound history and then display the "CallerID" or "Address Name" matching those phone numbers to my Outbound calls.
  
  The remainder of Outbound Calls, these being numbers I has looked up on the Internet, like the COX Communication and Support contacts numbers and Auto Repair places where as you say "needed to be added to my "Address Book", one by one, so I would see a Name associated to the phone number.
  
  In using the different Voice Apps (Cox Connect, VoiceEverywhere) on my iPhone or Samsung Tablet (VoiceEverywhere did NOT install), each having their own different "Contacts/Address Books" - which becomes a maintenance problem having to keep them "matched".
  
  In today's Mobile World, being able to look in my Call History on my iPhone or Tablet and see "That" Name to Number of the places I called in the past is of great value and convenience - yes it maybe "uncommon", but what a great feature to provide your customers with, going beyond the "Common".
  
  I hope that COX Phone Systems reconsiders their "Uncommon" use position and takes an advanced re-look at the value of this "Old" feature.
Ronald_R_Hirth
New Contributor
6 years ago
How do i stop scam calls?
- KevinM2
  Former Moderator
  6 years ago
  Hi Ronald, we do offer a free program called "nomorobo" which is a third-party service that filters out unwanted automated calls. Nomorobo requires that you have a valid email address and the Simultaneous Ring feature turned on, in order for this to take place. Here is some additional information on how to set up the service, http://bit.ly/2H16pXh. -Kevin M. Cox Support Forum Moderator
ekhawaii
Contributor
6 years ago
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.
The_Cats
New Contributor
6 years ago
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.
- ekhawaii
  Contributor
  6 years ago
  Cats...interesting notes...for me, connecting to the Cox Call History...Where is this ENABLED switch?
  
  Android using the Cox Connect App also does not use the phones Contact. My phone is a Verizon subscriber, so I would not think my Cox Landline would interface with Verizon. I get the Inbound with CallerId (from caller info) and not from the any Cox Address book. The Outbound is identified as Unknown.
  
  Using a IPAD to Cox Connect App, and entering Voice Tool, I see the same as my phone. WAIT, I now see an entry to add a phone number as a New Contact, or add to existing Contact. Hey, when I look back at the Cell phone, I can see the same type of entry under the "i". So, there is no specific Address book, like you see in the Web interface. The phone and Ipad uses Contacts as a subset of the Phone # inquiry. I tried adding a contact BUT I do not see any substitution of my names in either the Inbound or the Outbound Unknown.
  
  So confusing. So you may have to have separate contacts stored in the Web, cell and Pads. Too much effort and not guaranteed to work. I will use my Web Cox address book, and my cell Contact (if I can make this work...although I still think its busted!) I will keep testing.
  - The_Cats
    New Contributor
    6 years ago
    ekhawaii, When you install a Phone or Tablet APP you normally are asked can it use the device's specific stuff like "Contacts" or other things like Calendar - on an iPhone go into "Setting", scroll down to the APP "Cox Connect", for example, touch it and a screen will open with what the App will "Access" - there you should see "Contacts", Siri.., Notifications......
    
    On the Samsung Tablet, in Settings / Apps - touch the "Cox Connect" app, new "App Info", look down the list for "Permissions", touch it and you should see "Contacts".
    
    In each case you are given a Sliders Switch to Turn OFF or ON (Enable or Disable) the "Access" to the devices "Contacts"
    
    Hope this helps.
The_Cats
New Contributor
6 years ago
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....
- ChrisL
  Former Moderator
  6 years ago
  I do see where the the ticket is on hold awaiting login information. A screen share will not work as how a different group will be investigating the issue. We won't necessarily need your current login information as how simply resetting to something our support team can use during the troubleshooting process.
  
  -Chris
  - The_Cats
    New Contributor
    6 years ago
    Thanks Christ.
    
    Let me ask a simple, very simple question - what should I see displayed via Web Voice tools, Cox Connect App or VoiceEverywhere App for my OUTBOUND calls? Just the phone number or maybe the number with CallerID info. All of calls are 10 digit numbers - as I live in San Diego CA
- ekhawaii
  Contributor
  6 years ago
  TheCats....too bad that COX did not want to discuss, but it probably is a 'data display ' issue. When I logon to my Cox Connect App on my cell and go to Voice Tools....I see calls/voicemail/inbound/outbound. Yes, the inbound lists callerID (# and name) information that is provided by the incoming phone info. The Outbound column DOES show the phone numbers, but UNknown listed for CallerID. This has been the same since I started replies here. This App does not match the names with what is stored in the users COX Address book for In/out, like you see on the PC link.
  
  As I said earlier, if you login to the URL that you listed, either from your cell phone Or PC, you get a different display with NO in/out cols, just a list of arrows. Here the CallerID info is again listed from the caller (# and name) or from whatever you store into your COX Voice Address book You should be able to verify the different listing against the Cell App and match the calls. The address book is used to match on the PC but not on the Phone App.
  
  Yes, this is a issue with the COX phone App, and should be addressed as broken. The URL and the App must get the data from the same database, but come up with different results. COX support should be able to login to their own Cell Connect App and see the same problem....unless different markets have different Apps..my version is 2.38.0.755
  
  My earliest UNknown is 5/19/19 in the App...no number/listing before this date. They should fix, but the URL on PC and Cell has the correct information...at least for now
The_Cats
New Contributor
6 years ago
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".
- ekhawaii
  Contributor
  6 years ago
  TheCats...I don't have the VoiceEverywhere App, and probably won't load it. The reviews are not very good for it and I'm not sure I will need it. I use the COX App and go over to voice tools to look at the call history and yes, the Outbound does show "unknown" instead of a caller ID like Inbound. What is strange is that I have many of these numbers already in my Cox Address book (I see the same numbers listed under Inbound).
  
  You said that the Web Voice Tools all have the same problems. I do not see the same layout under the PC Web into the COX Voice Tools, only appears under the App Web interface. Does your PC Web also showing Inbound/Outbound, because mine does not. Just curious. Just use the PC Web interface for callerID info, because COX may be hard press to figure this out.
  - The_Cats
    New Contributor
    6 years ago
    Phone tools link:
    
    https://phonetools.cox.com/history?type=all&#!/
ekhawaii
Contributor
6 years ago
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.
ekhawaii
Contributor
6 years ago
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.
- The_Cats
  New Contributor
  6 years ago
  I normally do not have Addresses ever setup. Yes, If you have an entry in the "addresses" the Web List will show info from there. A COX Rep had me add an entry to Addresses to test, yes it did show my entered Info - unique data and not the CallerID info.
  
  In reviewing my History an outbound call I made on 06/02/2019 ( and before) showed the persons CallerID. When I called this person on 06/21/2019 and after shows "Unknown" in the App and nothing on the Web Page.
  
  My first outbound call with No CallerID started on 06/08/2019. My history before that date showed CallerID on all of my outbound calls.
  - CrystalS
    Former Moderator
    6 years ago
    Please email us at Cox.help@cox.com, so that we can escalate the issue with the app. If you would uninstall and reinstall the app to see if this resolves the issue.
    
    Crystal
    Cox Support Forum Moderator
The_Cats
New Contributor
6 years ago
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.
- CrystalS
  Former Moderator
  6 years ago
  Do you see Unknown for recent calls, Incoming or Outgoing?
JonathanJ
Former Moderator
6 years ago
@The Cats

This link explains all the features and benefits of the voice tool www.cox.com/.../voice-tools-benefits-and-features.html.

Jonathan J
Cox Moderator
- The_Cats
  New Contributor
  6 years ago
  Yes, I read the link you provided, Quoited here:
  
  "Why does the Call History log list the name of some outbound calls as either unavailable or blank?
  
  These calls go through successfully, but the call log cannot list a name associated with a 7-digit outbound call. Only 10-digit calls list the name being called."
  
  Per this statement my calls outboundshould be listed with CallerID. All of my calls are 10 digit, we can no longer make "local" calls, that change years ago.
  
  My original question is "What changed in June" and is COX aware of this change.
  - Allan
    Moderator
    6 years ago
    Hello. We may need to take a closer look at this issue for you. Please send us an email with your full name, address, and a link to this thread to cox.help@cox.com. Thanks. -Allan Cox Support Forums Moderator.