Call Logs missing leading zero

[Moose999]

Hi,

We have Fanvil X4U's. We can dial out successfully "by hand", but when we try and redial a number from the phone's call log we get "unavailable".

In the 3CX log I can see "Call or Registration to 74129XXXXX has failed. 484 Address Incomplete". (XXXXX redacted )

How can I ensure the call log stores the leading zero?

Many thanks,
Justin

 

[JohnS_3CX]

We have Fanvil X4U's. We can dial out successfully "by hand", but when we try and redial a number from the phone's call log we get "unavailable".

I imagine that you only have trouble when you redial incoming numbers, not outgoing ones.
Outgoing ones will be stored in the phone memory as you dialled them, but incoming numbers will reach your phone formatted in a certain way, depending on your trunk Caller ID settings. What needs to be done will depend on those settings in particular.

Are you using a supported provider with the default 3CX template or is this an unsupported provider?

 

[Moose999]

We have tried it on outbound, inbound and missed calls - all are the same.

This an unsupported provider - Magrathea.

Many thanks,
Justin

 

[JohnS_3CX]

Hi Justin,

This also depends on your provider, if they send the call in without the leading zero.

We cannot help with unsupported providers, but I have hinted above the area you might want to investigate. And you could also look into the outbound rules, to make an outbound rule that prepends the first 0 digit before sending out the call.

We would recommend switching to a supported provider: https://www.3cx.com/partners/sip-trunks/uk/

 

[Moose999]

Hi John,

Am I able to prepend the first 0 only for calls that are originated from the phone's call log? Manually dialling numbers works fine, as do calls from the web app call log. As such, this feels more like a phone template issue than a trunk one?

All the best,
Justin

 

[JohnS_3CX]

I think it's unlikely because I tested the X4U (V1.0 HW) running firmware 2.4.12.

Dialled out a number with a leading zero - can redial from call logs and the zero is still visible
Received a call from a number with a leading zero - can redial from call logs and the zero is still visible

In case this purely a Fanvil issue, make sure the phone is using the correct firmware, you are using the default provisioning templates on 3CX V18 Update 7 or higher, and then factory reset the phone (to clear all settings) and reprovision it again.
https://www.3cx.com/docs/phone-firmwares/

If you still have an issue with the Fanvil, you can also run the packet capture feature on it when you receive a call, then check in wireshark to see if the INVITE message "From" reached the phone as <7xxxx@xxxxxx> or <07xxxxx@xxxxxx>. The phone should be storing what it received, so when you go back to the call logs you should be able to redial exactly what it received.

 

[Moose999]

I have now programmed a Fanvil X3U onto the system and there is no such issue.

I have ensured the X4U's are at 2.4.12

I am at 3CX 18.0.7.312.

I will try the factory reset and wireshark steps next.

Many thanks,
Justin