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Issue with call status showing differently between the "recent activity/Favorites" and the call log

gotouser_3411

The status of a phone user.
Shows differently between the "recent activity/Favorites" - which shows correctly i.e. on a call when on a call

and the recent log - which shows incorrectly i.e. "busy" when on a call and then takes ages to realise user is off the phone

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KateG

@gotouser_3411 - an update, our product managers reproduced this and are reviewing the sync process. I'll keep the thread updated when I learn more, thanks for your report!

KateG

Hi @gotouser_3411

Thanks for the screenshot, this may be a bug. I've created a case so our support team can review and see what may be happening. They will be reaching out to you shortly. Thanks for your patience and report!

gotouser_3411

@KateG

Yes correct, so right now on my GoTo app screen this person.
indicated in orange boxes.

is showing "busy" on the call log.
but in reality, they are away from their desk. (showing correct as a favorite & in recent activity)

and its 40min since they were actually busy on the call.

(This error occurs both when using the beta team's presence sync and when not using it as well).

unknown

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KateG

Hi @gotouser_3411 Nice to see you, I'm going to share this with the team, but want to make sure I have this issue correct, could you please confirm:

In the “Recent Activity/Favorites” view, a user’s status updates correctly during calls (for example, it shows “On a call”).
In the Call Log or Recent Log view, the same user shows a different status (for example, “Busy” instead of “On a call”).
After the call ends, the Call Log status takes too long to update and continues showing the user as unavailable even though they are no longer on a call.

Thanks!

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