Call History contact match

[ArneVK]

I have found this rather strange phenomenon with the call history and contact linking in the Webclient and Windows Softphone.
When i have an incoming call it is always linked with the contact. But when making a call this is not always the case.

There seems to be an issue when placing an outbound call and linking the contact.
The only time this works correct is when the dialed number is not reformatted by E164 processing or outbound rule. In other words when the dialed number of the contact matches exactly the number that is send over the Sip-trunk. The only exception to this is when the callee does not pickup and the call is canceled, then the contact is matched even if the number was translated by E164 proccesing or other.
The options in Contacts is set to match at least 6 characters, but this not seem to apply when making a call. Only when receiving a call.

Example:

Contact: John Doe | Mobile: +32474123456

When i place a call the number gets processed by E164 processing to 0474123456
Contact is linked when the call is not picked up and canceled.
Contact is not linked when the callee has answered the call.

Is there a setting i missed? Or is the only option to exactly match the contact number with the format of the number that is send over the trunk?

 

[JohnS_3CX]

Hi Arne

This is the expected behavior, the call needs to be answered to see the final number that left the trunk.

If not you will see the dialled number.

 

[ArneVK]

Hi Arne

This is the expected behavior, the call needs to be answered to see the final number that left the trunk.

If not you will see the dialled number.

So the only option is to let the customer reconfigure all contacts so they match the format the sip-trunk requires.

This is a bit troublesome in some situations, if the trunk requires E164 format and the customer wants to use the windows application with CTI. CTI cant handle the + , so calls will never be matched because dialed number(contact number) ≠ final trunk number.
(Webclient CSTA is not an option in this case)

Is there a solution in this setup?
Why is contact matching different in inbound than in outbound?

 

[JohnS_3CX]

Just to be clear. when you say "contact linking" and "matched" are you referring to the Windows client call history entries matching a contact-name from the known Company Contacts so that the correct name is displayed?

 

[ArneVK]

Just to be clear. when you say "contact linking" and "matched" are you referring to the Windows client call history entries matching a contact-name from the known Company Contacts so that the correct name is displayed?

Yes

 

[JohnS_3CX]

Incoming calls = whatever caller ID reaches the client, it will match with the number stored in contacts

Outgoing calls = whatever caller ID is finally produced after leaving the trunk will now be different and will not match the contacts

There's no straightforward solution to this unless your provider accepts outgoing numbers in E164 (like the customer stores them in their contacts list). If not and you need to process the numbers before sending them out, then the logs will show the final number (once answered) which of course does not match.

You can try a different method if you want, store the same contact with both numbers and it should match for both incoming and outgoing call logs:


You will need outbound rules that accept both number formats though, if you wish to be able to redial directly from your call history list (otherwise the shorter entry won't work).

The E164 setting of the PBX may have to be disabled so that it does not reformat the numbers that contain a + sign in front.

 

[ArneVK]

Thank you for the info.