Genesys Cloud - Main

Is there any other ways to check call history from a SIP device that dialed from the call panel but did not use a queue to identify with?
We have had an agent dial manually from the platform using the SIP device but all searches using reports and interaction drill downs have no results found.

A number was provided and time/date and they are adament the call was made but there is no history.

Anyone know where else or if the SIP device records the call history or interaction?
#Outbound
#Telephony

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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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I guess part of it depends on the SIP device used. WebRTC, no. PureCloud Softphone, records back 8 days (but you would need to buy LogLion to read the logs, and probably get some help to read them from me or someone familiar with them, like Support).

If it was within the past 8 days, there would still be a record in the edge logs (which Support can access, but you cannot).

There would probably also be a record in the other backend logs which Support can access.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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