Caller ID no longer displaying

[charlesapi]

Hello,

I believe this is the only category I can post to so that's why I'm posting here. Our 3CX install recently updated and broke call journaling. I've discovered that call journalling is *now* only active on calls in which the contact lookup has matched a contact. I've updated my CRM to return a contact ID and default name (First Last) purely so call journaling is turned back on. Now, the Caller ID display on all our phones reads "Last, First" instead of the caller information. This is pretty annoying that useful information is now being hidden. What setting do I need to change to get the incoming Caller ID to display?

Thanks!

 

[SoterisH_3CX]

@charlesapi, Can you please be more specific in order to understand what is the problem here.

Which CRM are you using?

Is the Call Journaling works? Are the Calls reported correctly in the CRM portal?
Note that Calls will be logged only when the contacts are found in the CRM.

When you say "Caller ID display on all our phones" are you referring to IP phones?

What is the Contact Matching Option that is currently configured?
Go to System > Phonebook > Option > Contact Option.

Make sure that this specific number is not matching with any Local Contact.
Note that if the option "Match at least X number of characters" is configured, the contact matching is affecting if you have any other contacts that matching with X number of characters.

 

[charlesapi]

We're using an in-house CRM. The Call Journaling works now as the CRM returns a contact ID and name ("First" and "Last") for the lookup. (Previously, no contact was returned for the lookup and Call Journaling still worked. That changed with the update that was installed.)

I'm referring to the display on smartphones (they have the 3CX app installed). Before the update, the Caller ID display would show the caller's company name or individual's name and the call queue name they were in. Now, because I'm forced to return a contact, the Caller ID display changes to show "Last, First" and the call queue name.

My goal is to have Call Journaling done for every call, not just calls from people in our CRM, so the CRM returns a generated contact ID.

 

[K_SAK]

My goal is to have Call Journaling done for every call, not just calls from people in our CRM, so the CRM returns a generated contact ID.

Hi,

Have the CRM return the callers number back as a name, that should solve it rather simply.

 

[Nina Pashinina]

do have a skipIf-Parameter in your scenario?
<Scenario Id="ReportCall" Type="REST" EntityId="" EntityOrder="">
<Request SkipIf="[ReportCallEnabled]!=True||[EntityId]==&quot;&quot;"