Contact Name not showing for incomming calls after update to v20

[Helpdesk-SW-IT]

Hello everyone,

I'm slowly losing ideas...

Scenario: Our 3Cx has a CRM connection based on MsSQL. This also works without any problems and the TEST function always outputs the correct contact. The CRM contacts can be found in every extension.
In the v18 version, the surname and first name were always displayed before the number, e.g. JOHN CENA (0123456789), but now only the number is displayed for an incoming call in this form: 0123456789 ()

The contact is still found for an outgoing call. Does anyone have any idea where this phenomenon could be coming from?

Settings under Phonebook > Contact Options have all been tested but without the desired result.

Kind regards,

Liam

 

[NicholasP_3CX]

JOHN CENA

Theres the problem there. Noone can see John Cena!

 

[NicholasP_3CX]

In all seriousness however, it would seem the () at the end is what is causing the issue. Especially if you have an exact match in the phonebook options. (assuming that was not a typo on your behalf)

 

[Helpdesk-SW-IT]

In all seriousness however, it would seem the () at the end is what is causing the issue. Especially if you have an exact match in the phonebook options. (assuming that was not a typo on your behalf)

I really should have chosen a different name

There I have activated the same option as before so
‘Match at least X number of characters": 8. I have also downgraded this to the minimum, i.e. 6, but exactly the same problem.

But now another picture seems to show up, this seems to be (only have an example at the moment) only related to national numbers. In the screenshot, the contact display with a French number worked without any problems.



The contact display does not seem to work correctly with a mobile phone number and landline number from your own country.

Now I understand even less

 

[Helpdesk-SW-IT]

A new day, a few new insights.
It has nothing to do with the country dialling codes.
The customer uses two Beronet ISDN gateways. The contact recognition only works on one of them.
After analysis on the gateways, the incoming number is forwarded exactly the same to the 3CX. A brief Wireshark analysis also shows no difference in how the incoming telephone number is received on the 3CX (the number is displayed in the INVITE packet from the gateway > PBX in the SIP from display info.



The first difference can then be seen in the following packet where there are differences and the contact name appears for the first time.



The only banal difference I notice is that the gateway on which it works was added first. But I can't imagine that the contact synchronisation only works on the first one? In v18 it worked on both without any problems