3CX App not showing contacts name on incoming call

[Taigar19]

Hello,

3CX app version 16.1.0.41, Android 9, Nokia 8 (TA-1004).
I also tried the beta app.

When receiving a call with the 3CX app, it doesn't show the contacts name:

I removed some parts of the names/numbers:

3rd and 4th row are the same number. Receiving call, it doesn't show the name. Outgoing call it is showing the name.
I didn't change anything.

The number is saved in android as:


Is this expected behavior? Should I add the numbers to my 3CX phonebook?

 

[JohnS_3CX]

Hello,

This can depend on where the call is coming from (direct, transfer, queue etc) and also how the number is stored in the global 3CX contacts along with any SIP trunk caller ID reformatting.

 

[Taigar19]

The call is coming direct. The number is stored in the android phonebook.

The outgoing call is showing the contacts name, but the incoming isn't.

What more information can I provide to you about this problem?

 

[JohnS_3CX]

Add the number in the 3CX company phonebook and check again to see.

The android phone book is not used to check ID of incoming calls, because the android phone is not literally the one receiving the call but rather the PBX is sending you the ID you see on the screen.

The call is received by the PBX first, if it matches number in the 3CX phonebook, it will pass the call on to the app with the corresponding name as found in the phone book, otherwise it will show the ID that would appear anyway on say a deskphone.