Dial by Name not working for one user

[crenegar]

V16 with about 40 users, most using 3CX app. Dial by name works for everyone that is set up except for one user. She has recorded her self-id and her greeting. After entering the first three digits of the last name music will play for a few seconds then the DR comes back on and repeats the request to enter the first three digits of the users last name. This will repeat again and again...

 

[leejor]

Are the first 3 characters of the last name unique in the system? Anything in the 3CX Activity log that is useful? Could it be that one of the digits is not being recognised?

 

[Alphabetic]

Assuming she has a last name filled out in the last name field of extension properties too?

 

[JohnS_3CX]

Sounds like the Self Identification Message (not the Greeting) is missing.
Can you verify from the voicemail menus that this was done please?

Alternatively from the MC edit the extension and go to Voicemail tab and click Manage under Greetings

 

[VoIPTools]

Any special characters in the first or last name?

 

[crenegar]

Thanks for the contributions. First thing I checked was for dupe last names, there is not even another one with the same second letter. Her last name is completed in the Extension setup and both her self-id and greeting are there - I even downloaded and listened to them. I have not checked the logs but I will shortly. Probably not worth spending too much time on, I can just as easily wipe her out and recreate her, I'll save her greetings so she doesn't have to re-record.