Caller id not passed to phone correctly - contact list ignored

[Phazedout]

Cleint of ours who uses IP teleocm for inbound calls has a corporate phone book with an extensive list of their customers. On Thursday it stopepd displaying the customer name and simply now shows the number and SIP trunk name. Is this something others have experienced and is there a configuration chance i can make to the PBX to fix this.
FYI it's a hosted by 3cx pbx, version 18. I cna provide more details if needed.

 

[YiannisH_3CX]

Hi @Phazedout

Can you elaborate on your setup please? Do you have an inbound rule for these numbers? What endpoints are you using? Are you using IP phones or 3CX clients?
Can you send us a screenshot of your Contact Options in the PBX so we can have a look at your settings?

Are you using the default template for IP telecom?

 

[Phazedout]

Good Morning Yiannis,
The only inbound rules are the DDIs for individual exetnions, other than that any inbound calls ring two extensions.
They are using a combinaiton of 3cx client in wondows and Yealink SIP-T27G phones. The issue occurs on both.
The contact options are below

 

[YiannisH_3CX]

Are the contacts synced from somewhere else or are added directly to the PBX?
Also did anyone make any changes to the Inbound parameters of the trunk? Can you send a screenshot from there as well?

Can you add a new contact (your mobile for example) and try again?

 

[Phazedout]

Good Afternoon,

We tried this with our number in the mobile and the non mobile positions.

however upon examing the call log i noted the following

I'll send this on to IP telecom and confirm they should be stirpping that info off the incoming call.
Kind Regards,
Alan

 

[Phazedout]

Ok so it looks like the additional information being post appended by IP telecom was causing 3cx to misidentify the incoming numbers and not flag up the contact name. The information is now gone and checking the call log shows name, then number. I haven't been able to get hold of the client but I'm presuming if it shows in the call log correctly, it will display that way on the phone also.
Thanks for the help
Alan