We're running 18.0 Update 8 (Build 939) and we've been having an issue lately where some calls say the caller is our main TN, and the call log shows something like this.
In the below example I've changed the callers number to 1234567890 and our main TN to 8881112222.
You can see the call comes in from 1234567890 but then changes to 8881112222 in the next log entry which is also what is used for the CRM lookup, so the CRM creates a new contact for 8881112222 despite the caller actually being 1234567890. And 8881112222 is what shows up to the agent when answering the call.
I have not been able to figure out how to reproduce this. It happens seemingly randomly. It's not a case of the caller having turned off Caller ID, as the log shows their real number, and also 3CX says "Unrecognized" if the caller has their ID turned off.
This was not happening a few weeks ago so seems to have started happening with a recent update, but I have not tracked that down yet.
In the below example I've changed the callers number to 1234567890 and our main TN to 8881112222.
| 10/16/2023 1:42:43 PM | 1234567890:Main Number (1234567890) | IVR (900) | 00:00:05 |
| 10/16/2023 1:43:20 PM | New Contact 8881112222:Main Number (8881112222) | IVR (900) | 00:00:05 |
You can see the call comes in from 1234567890 but then changes to 8881112222 in the next log entry which is also what is used for the CRM lookup, so the CRM creates a new contact for 8881112222 despite the caller actually being 1234567890. And 8881112222 is what shows up to the agent when answering the call.
I have not been able to figure out how to reproduce this. It happens seemingly randomly. It's not a case of the caller having turned off Caller ID, as the log shows their real number, and also 3CX says "Unrecognized" if the caller has their ID turned off.
This was not happening a few weeks ago so seems to have started happening with a recent update, but I have not tracked that down yet.
