Solved Caller ID mismatch?

[Paul Farr]

Hi,

We use our 3cx phone system in a school and we are experiencing a strange issue with a caller ID displaying incorrectly...

We have:
Name: Person 1
Type: Global Contact
Number: 123456

Name: (Unsaved caller)
Type: General Caller - Not saved
Number: 987654

Our issue is that the unsaved generic caller is coming up with Person 1's name but under their own number (987654). The unsaved caller is a parent and the parent is being identified as the contact and being given their name.

The contact is saved correctly and the extension has not saved the caller in their local phone book (nor any others).

I've taken a look at the management console and the call logs show the name as well so its to do with the system rather than the extension.

Does anyone have any ideas?

Thanks.

Edit: We are using version 15.5.15502.6

 

[leejor]

Does this issue only involve these two specific numbers? Does the same name show for both numbers? Did this just start recently? if so, were there changes made to the system phonebook?

You have looked at the 3Cx Activity Log to check any incoming name attached to the number?

 

[YiannisH_3CX]

Hello @Paul Farr

Are the numbers similar to each other? If so you might need to increase the numbers the PBX needs to match to identify a caller. To do so please navigate to Contacts / Options and increase the value under " Match at least X number of characters ". Alternatively select the "Match Exactly" option.

 

[Paul Farr]

This was down to the number of digits required to match to a caller being too low as suggested by YiannisH_3CX. They both ended in 108 and therefore matched incorrectly. I've changed it to match exactly so should fix that.

Will get the parent to call and confirm that it fixed it.

Thanks.

 

[Paul Farr]

Parent just called, all fixed. Thanks guys!