Caller ID Issue

[Ablovatto]

Hello friends.

I'm facing a problem with caller ID on internal calls between extensions.

Sometimes the ID displayed does not match the calling extension.

Sometimes it works normal.

While the extension is ringing, another caller appears, but when the call is answered, the ID changes to the correct caller.

I tried to restart the server but it didn't work.

Any idea what might be going on?

Thanks

 

[leejor]

What type of devices are having the issue?

Are these on calls direct to the extension, or is there some other routing beforehand?

Is this happening on all internal calls, all extensions, or just a select few?

What is the number that first shows, and does it have any relationship to the originating extension?

Could there be a match being made, with an entry, in the called extensions personal directory?

 

[YiannisH_3CX]

Hi @Ablovatto

I am confused as to what the issue is. Do you mean that extension 100 calls 101 and 101 does not see that extension 100 is calling him? Or this the issue with call transfers between extensions?

 

[Ablovatto]

Hello everyone.

I'm using about 40 phones approved by 3CX "Intelbras TIP125". The version of my 3cx server is 16.0.9 hosted locally.

This problem is happening on internal calls, on the same local network. Direct, extension-to-extension calls.

The problem is occurring alternately, there are no specific extensions that are having the problem.

The first caller ID received during ringing is random from any other extension. When the user goes off-hook, the correct caller ID is presented on the display.

There is no relationship between callers when the problem happens. The system simply shows another caller randomly while the phone rings.

Hi @YiannisH_3CX ,

It's happening just like you said. Extension 100 calls to extension 101 and the extension 101 screen shows caller 105 or 107 randomly.

This is happening frequently, but not in all situations, in all 40 extensions of the company.

Thank you in advanced!

Anderson

 

[leejor]

Just after this happens, can you check the 3CX Activity log for the call and see if the "other": extension shows up in the log.

 

[YiannisH_3CX]

So when the call is answered the correct caller id is replaced on the screen of the phone. That tells me that the SIP side is correct however the device identifies the call to a different extension.
In the known limitations for these devices is that we do not support the phonebook for these devices. Is there any way the wrong contacts ended up in the phones?

As a first step I would try to use a 3CX webclient or Windows client and see if the issue happens there as well and then take it from there. If the 3CX clients work fine then you should look into the phones. If the issue happens on the clients as well then you should start looking at the PBX side.