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8x8 Support

Calls made from physical handsets do not appear in 8x8 Work Analytics Call Quality Detail report

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Symptom

Calls made using physical handsets are missing from the call quality detail report in 8x8 Work Analytics. These calls still appear in the call detail records.

Applies To

  • 8x8 Work
  • Physical handsets (Yealink, Poly etc.)

Resolution

Make sure the phone is on the currently supported firmware. A list can be found here

Cause

Call quality data is only sent when using the supported firmware. Phones will need to be upgraded or downgraded to the appropriate firmware version in order to enable this feature.