Solved Cant see caller number

[Mizzi]

Hi,
I have the call center perfectly configured, using 3cx 15.5 standard, grandstream gxw4108 with only fxo1, when I call using my cellphone I can't see my number on the web client nor windows client.

What could be wrong?

We need to use it for call center to register caller number and name in CRM(not integrated yet)

 

[cobaltit]

Lots could be wrong. Did you get the caller id with this PSTN line before installing 3CX? If so, you'll need to check to see if it is coming in by looking at the activity logs or wire shark.

 

[Mizzi]

I may have known the issue, I don't know why I didn't think of it

The line coming into the fxo gateway is actually coming from a Panasonic analog pbx, might it be the problem?

I don't remember seeing the caller number cuz the receptionist transfers the call to my extension.

 

[leejor]

If that PBX isn't capable of sending caller ID, then you may want to consider by-passing it altogether. If it does send caller ID, then a transferred call may not send the original caller ID, or, the caller ID method may not match that set in the gateway. Use a stand-alone caller Id box to confirm it is being sent out of the Panasonic PBX.

 

[Mizzi]

Hi,
I have connected the lines directly to the gateway and at the first few calls I got the caller number. Then I was trying to create a queue and after that I didn't get the caller Number any more, I tried to undo what I did and still got the problem.


Another problem is that when 3 calls are made at the same time everyone gets the Ivr message then only one gets to the agents and the rest are just directed to the voicemail


Please help me

 

[leejor]

Another problem is that when 3 calls are made at the same time everyone gets the Ivr message then only one gets to the agents and the rest are just directed to the voicemail

You would need to provide more information about how your IVR is set-up. Do callers go directly to a queue after making a selection? What voicemail are they sent to? Looking at a call in the 3CX activity log will show why it is going where it does.

 

[Mizzi]

From trunk it goes to Ivr extension, from Ivr after message is played it goes directly to group call.


Should I again configure that the calls go from ivr to queue extension? (Why wouldn't show the caller id on all extensions?)

 

[Mizzi]

Attached a screenshot of the call log,

As you can see the caller number can show few times, my cell phone, then it is (Unknown), also I see something weird I never made the calls divert to extension 000, and I have no idea how it is possible, I have traced the call from the trunk to the extension where I want it to be and never saw 000.

Now I just disabled 000 cuz I can not delete it somehow.

 

[leejor]

What does the 3Cx Activity Log show (not the Call Log), as the reason, that calls go off to voicemail, when there are multiple calls? That voicemail destination had to be provisioned somewhere.

If caller ID is intermittent, then you need to look along the "chain" to see if it exists at all points, or where it goes "missing". Perhaps it is not available, on some incoming calls from the provider.

Earlier you mentioned that you were using FXO1. Did you only have one trunk, on the gateway, provisioned between the Panasonic and 3CX? If so, that may be the reason anything more than one call goes to voicemail. Is that a voicemail on the Panasonic PBX?

 

[Mizzi]

By the way, my call center extension is 200 not 000, I will change the 000 name.

 

[Mizzi]

What does the 3Cx Activity Log show (not the Call Log), as the reason, that calls go off to voicemail, when there are multiple calls? That voicemail destination had to be provisioned somewhere.

If caller ID is intermittent, then you need to look along the "chain" to see if it exists at all points, or where it goes "missing". Perhaps it is not available, on some incoming calls from the provider.

Earlier you mentioned that you were using FXO1. Did you only have one trunk, on the gateway, provisioned between the Panasonic and 3CX? If so, that may be the reason anything more than one call goes to voicemail. Is that a voicemail on the Panasonic PBX?

I will check the activity log when I get to office.

No I am now using FXO1 FXO2 FXO3, I pulled theones from the analog pbx to the fxo gateway.

 

[leejor]

You would need to confirm that a second and third call is coming into 3CX over the gateway. You can see if that is happening, and where and why the calls go where they do, in the log.

 

[Mizzi]

SOLVED But got 1 more thing

Shame on me, ok so this is what I tried to do, I called each fxo line separately, cuz before I was calling the hotline number, any way and only one line shows the caller number, so i immiditly knew that the lines provider isnt activating the show caller number feature which I will call them tomorrow at work hours.


Any way thanks so much for the help


PS: I will make sure of this if it is solved tomorrow and will let you guys know

 

[Mizzi]

Problem was from provider

Thanks so much for the help


SOLVED