The user has activated an AnyDevice with Follow-Me function in his XPhone Connect Client. Although the AnyDevice is correctly called during an incoming call, no journal entry can be found in the XPhone Connect Client after the call.
In the SIP-Invite, which is sent from the PBX to the XPhone Connect Server (XCC), the phone number of the AnyDevice user is shown in the Diversion or History header. If the call number is not transmitted in E.164 format or only with the extension in this field, no user identification can take place using this call number and the call is not signalled in the XPhone Connect Client, which is why no journal entry is generated.
For this reason, please configure your PBX so that the Diversion or History header signals the phone number either in E.164 format or only the extension number.