+44 Numbers presenting 2x inbound numbers, users cant transfer

[petetudds]

Hi

I have a couple of clients, that when calling in, the 3CX system is presenting their number twice, for example +441234567890 (01234567890). When picking up these calls, the reception staff are unable to transfer them internally as the Transfer button is greyed out, this is only happening to 2 or 3 particular inbound callers, all starting with +44.

Has anyone else experienced this issue ? any advice would be greatly appreciated.

 

[YiannisH_3CX]

Hi @petetudds

The number is presented twice probably because the number is sent differently from the provider in the FromisplayName and the From: UserPart or you are doing some sort of reformatting on the trunk level which only matches a few numbers. That could also be the name of an inbound rule? You can check the Activity log and see how these calls arrive to the PBX.

However none of the above explains why these calls cannot be transferred. What phone / client is the reception staff using?

 

[petetudds]

Hi Yiannish

The reception staff are using the 3CX windows app, when they answer those particular +44 numbers, they click attended transfer, speak to the internal extension, but unable to then transfer as the transfer button is greyed out.

I have enabled Verbose logging, so will check the log next time one of the numbers call in

 

[YiannisH_3CX]

Please check and let us know. Also let us know who your provider is so we can try to replicate.

 

[petetudds]

Hi Yiannish

So it appears it's not just +44 numbers this is happening to, its also any numbers with a prepended name or number. See example below of one that happened today. Caller ID is prepended with 'James..', this call was unable to be transferred when received by reception staff

27/06/2023 14:16:47 - CallerNameAddr: "James .."<sip:01772424999;nf=e>

27/06/2023 14:16:47 - No inbound caller ID reformat rule for DN:10002 is defined, or it is disabled (<Rules />)

27/06/2023 14:16:47 - IncomingCall: C:5832 from <sip:[email protected]:0/UDP> to <sip:[email protected]:5060/UDP>

27/06/2023 14:16:47 - Added leg L:C:5832.1[No endpoint yet]

27/06/2023 14:16:47 - Call from "James .."<sip:[email protected];user=phone>;tag=SDnsbld01-2066687871-1687871807302- to "01914 884950"<sip:[email protected];user=phone;rinstance=04958087d9509326>;tag=1a9e3252

 

[YiannisH_3CX]

Can you please let us know who your provider is so we can try to replicate?

 

[petetudds]

Hi Yiannish

The provider is BT Wholesale

 

[YiannisH_3CX]

I cannot seem to replicate this behavior. Can you please specify the version number of your PBX and the Windows App?

 

[petetudds]

3CX app - 16.3.0.264
PBX - 18.0 Update 7 (Build 312)

 

[YiannisH_3CX]

Can you try the same scenario but using a Webclient or Desktop app and not the old Windows client? Please let us know if the issue persists