3cx companyphonebook incoming number not resolved

[flexible3]

Hello,

I am experiencing an issue with the Global Company Phonebook in 3CX V20.

I have added company phonebook entries in the Global Company Phonebook. The Department field was intentionally left empty. All phone numbers were entered without any whitespaces. For example, the number 0485 58 58 55 was stored as 0485585855 in the Mobile field and linked to a contact name.

However, when an incoming call from the number 0485585855 arrives, the number is not translated to the corresponding contact name. I see the number 0485585855 .

I also don't see the contact name in the cdr reports.

I have verified that:

• The contact exists in the Global Company Phonebook
• The number format contains no spaces or special characters
• The entry is saved correctly
• Contact options are specified
  • Phonebook display: First Name, Last Name
  • Match at least X numbers of characters: 6
  • Add Group, QUEUE, DID/DDI to Caller Id: Do Not Add
• Restarted the PBX multiple times already to be sure

Despite this, name resolution does not occur.

Could you please advise on what might be causing this behavior or if additional configuration is required in 3CX V20 for number-to-name resolution?


Best regards,
Tom Van de Putte

 

[TheodorosG_3CX]

Check also the matching strategy in the Phonebook options:

 

[flexible3]

Dear @TheodorosG_3C


That is indeed the setting I did (see my printscreen below) but unfortunately that does not resolve the issue.
Any idea what can be wrong?

 

[TheodorosG_3CX]

Are you using ip phones or 3CX Client?

 

[flexible3]

I'm just checking the reporting in the admin console.

 

[TheodorosG_3CX]

The report will not resolve the phonebook.This will resolve the contact upon receiving or making a call from the PBX.

 

[flexible3]

Hi @TheodorosG_3CX,

Many thanks for your prompt reply and feedback.

Actually I was focussing on the active call screen. I remember that in the past I could see the name of the person when a person dialed in.
It seems that this is not the case anymore?

It seems that in the cdr report you can see the name of the person but only in the Call Activity Details .I'm not sure but I thought in the past that this was visible also in the From column? (quite sure actually but not sure about V18/V20) Is this a feature which was removed? From a reporting view this can be interesting information for the customer.