Call limit exceeded in Team Call Log
There is a limit to the number of calls which can be combined by the Join related inbound calls button in the Call Log. Should you face "Limit exceeded" error, please use column filters to select fewer quantities (e.g. pick a shorter period of time).
Possible reasons might be the following:
- Incorrect settings and wrong queues: this is the most common reason when a call is directed to multiple Agents simultaneously. In fact, in such a situation Team dashboard counts several calls instead of one. Besides, PBX can initiate internal calls and then hang them up. Since the source of the calls are Agents softphones, in the Team Dashboard each of such calls is counted separately in the Call Log.
How to fix: try to change your PBX queue settings in such a manner that PBX does not send an Agent the same call repeatedly, and does not send it to all Agents simultaneously. - Routing the call to unavailable users: Agents can't receive calls (Busy or Away status is ON) but PBX keeps sending them.
How to fix: please use softphone provisioning to disable SIP registration or, if not possible, ignore calls for Busy and Away statuses. - Call forwarding errors: on the PBX's side there might be forwarding for nonresponse or unavailability to the same queue where an Agents is in; as a result the forwarding is looped.
How to fix: make sure that forwarding is configured correctly on the PBX's side.
Any reason leads to dramatic bloating of the call log: instead of one call one might see a hundred (e.g. 10 Agents received a call, and every Agent received it 10 times). You may use joining related inbound calls to get a clearer picture but for complete solving we'd recommend to look into PBX settings and correct mistakes.
Should you need to see calls over a longer time please use Team reports.