Database issue

[Stefan D.]

I have an on-prem 18.0.8.935 and since we had a lot of turnover lately the extensions have been reassigned. However when receiving calls from them both the softphone clients and the desk phones will display the former employees name on the caller id. This is also sometimes happening for the outgoing calls too.

In the beginning i thought that there was an issue with our Snom D785s but it started happening on the soft clients too. We even tried deleting the extension, then recreating it for the new employee but there was no change. On one instance after recreating an extension all the forwarding rules came back and so did the voicemail greeting of the former user.

 

[SweetAction]

Is the extension stored in the personal or company contact book (or external contact book like CRM or M365 if using those)?

 

[Stefan D.]

Is the extension stored in the personal or company contact book (or external contact book like CRM or M365 if using those)?

it's neither. Even when doing a directory search on the phones sometimes the old names show up. the only thing i have for contacts is the cellphone numbers.

Also, i tried deleting the address book and call log off the Snoms and the discrepancies in the extension names is still there after a sync. Also, it happens on brand new, newly provisioned phones.

 

[SweetAction]

You said in the OP it's happening in the soft clients, correct?
Lets keep troubleshooting to that as the SNOMs (or any IP Phone) is another set of steps to fix. Many phones only download the phonebook at boot, so usually the fix there is rebooting the phone, but not always. Sometimes certain characters don't work or certain amount of contacts cause issues, etc.

So to clarify, the issue is happening with 3CX apps and you've confirmed there is no CRM, contact, 365, or other areas that number and name match can be stored?

 

[Stefan D.]

That is correct, I see the issue on the 3CX app for iPhone too, android and the windows version. If i get a call from one of the recycled extensions I see an old name for the extension. If i go in the directory in the apps there are no old names listed. This happened to me on a brand new iPhone within a few minutes of installing the app, so there is no way that there might have been something cached.

With the desk phones it is happening too even when brand new, just provisioned. At first i thought it was just a SNOM bug, but seeing that it is happening on the soft clients too i am thinking there is something wrong with the database/3CX install.

Correct, we do not do any CRM integration whatsoever.

 

[SweetAction]

In the team screen, if you search the name that is coming up, does it show up?

Make sure to push the slider over

 

[Stefan D.]

no, it does not.

 

[SweetAction]

At this point I think you'll need to open a ticket with 3CX support.. I'm out of ideas.

You could do a packet capture of a new call and look in the header to see what contact info is being sent, but I don't know if that's something you are willing to do.