You might have observed that calls from another telephone number are appearing in the call logs history in the Staff Control Panel despite no incoming or outgoing calls have been logged in your telephony system for the said numbers. The phone numbers listed in the history log apparently do not belong to the interactions or ticket in question.
This was a bug identified in lower versions of Kayako Classic and was fixed in version 4.93.10 and newer versions going forward. The upgrade carries a fix for the query logic used to retrieve the call list for the user's phone number.
If you are experiencing this issue and you are using a version older than Kayako Classic 4.93.10, you need to upgrade your instance to the latest version.
- For Kayako Classic (Download), to upgrade your instance, please visit the Upgrading or Downgrading Your Kayako Classic Download article for guidance.
- For Kayako Classic (OnDemand), please contact our support team by clicking the Submit a ticket button at the top of this page. We will facilitate the upgrade of your helpdesk in the backend.
- NOTE: Please provide your instance name (e.g., domain.kayako.com) when sending the upgrade request to the support team.
Note: To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.