DID and Caller ID Errors After Upgrade to V20 Update 5

[Univ. of North Florida]

Hi,


We are with the University of North Florida’s Telecom Team and we have found a couple of issues that appeared after we performed an update to V20 Update 5 Build 20.0.5.551.



Issue 1:

We are no longer able to have more than 100 entries in our “Reformat incoming or outgoing caller ID” dropdown menu within our SIP Trunks Options tab. We currently use this feature extensively for all of our extensions in order to make sure their Caller ID’s are reformatted before they go to our on campus police department. We have to reformat Caller ID’s this way due to our M365 Integration. However, now we cannot update any existing rules or add any rules to this SIP Trunk to make sure we have accurate Caller ID’s. Below is the error message we get each time we try to save the SIP Trunk settings while there is more than 100 rules in place.

InCIDFormatting Error Message:





I have tested this issue on a separate Test PBX that is on the same version and as soon as I tried to add the 101st rule we got the same error. We have been adding these rules with no issues right up until we pushed this update so we are confident the issue has been caused by this update. Is there any way to fix this error and allow us to continue updating and managing more than 100 of these caller ID reformatting rules?



Issue Two:

We noticed right after the update that we can no longer add or delete any DID’s on our main SIP Trunks either. The add button is greyed out and when I select a DID and delete it and try to save the change we get a red dot. See the two screenshots below of these two issues. These are not the SIP Trunks that have the reformatting rules in them either. We don’t know why only these two SIP Trunks are having a problem, all we know is that it only came up after Update 5 along with the earlier problem. Maybe it is related to the number of DID’s have, similar to the Caller ID issue being related to the number of Caller ID Rules we have. Is there anything we can do to make it to where we can manage our SIP Trunk DID’s on these two SIP Trunks again?

Greyed Out Add Button:





Red Dot After Deletion and Save:





If anyone has any idea of what is causing these problems and how to fix it, we would greatly appreciate it.



Thank you,



Anthony Howell

Network Engineer

UNF ITS Telecom

 

[YiannisH_3CX]

Hello @Swoop!

Which version of PBX did you upgrade from? You have hit the limits of that how may rules and DIDs you are allowed to add in Update 5.
We will look into the limit of the reformatting rules and let you know. For now it's not possible to add more.

Regarding the DIDs the limit is currently 5000. From your screenshot you seem to have more than 5025 so even if you try to delete 1 or 2 the interface will still give an error since they are more than 5000.

Do you actually need these many DIDs? I am asking to understand the use case to see if a change to the limit is justified.

 

[Univ. of North Florida]

Hi Yiannis,

I believe we upgraded from 3CX Version 20, Update 4, Build 20.0.4.487. We only ever upgrade to and from full release versions of updates.

We will need those reformatting limits increased like you mentioned. Unless you can provide another easier way for us to make sure caller ID's are formatted as needed for our 911 dispatchers. We are open to suggestions if you have one in mind. We currently have a little over 11,000 rules in our UPD SIP Trunk. This is done so we can manage our caller ID's of our M365 integrated extensions on our system. Half of those will be deletable eventually but right now all are needed.

Thanks for clarifying that there is now a limit on the number of DID's as well. This is also something completely new to us and has never been an issue before this update. We do need all these DID's on the system since we are constantly creating new users and giving out new extensions and DID's. We recycle these DID's occasionally if it is a specific position extension, but for the most part new people get their own extension. This is done so there is no confusion when outside callers call into an old extension looking for someone else after it has been reassigned to a new person.

Just to be clear on my end as well, these rules are new as of Update 5 Correct?

Thank you,

Anthony Howell
Network Engineer
UNF ITS Telecom

 

[YiannisH_3CX]

Hi Anthony,

Thank you for the explanation. 11000 reformatting rules are way to many not only to manage but for performance issues as well.
How have you created these rules? Are you adding them 1 by1? Are you reformatting the first part of the number? How do these rules look?
If there format of the numbers coming from M365 is the same always you could possibly achieve the same result with a handful of rules. We need to what is the format of the number and what is expected result. Can you give us a couple of examples on what these rules look like? You can also send me a p.m. if there are data you do not want to share publicly.

 

[Univ. of North Florida]

Yes sir we created them one by one. We did this out of necessity though. I will share a couple of fake rules with you here that work exactly the same as our real rules, so you can see what we are doing and why.

We are essentially taking an exact number within the caller ID field and reformatting it to match the name and location information related to the extension. They are all reformatted into the same format as well which is "FirstName_LastName_BuildingNumber/RoomNumber". Our local PSAP is our on campus 911 department and they require extension, name, and location information. So we have this trunk that people go to when they call 911, when they hit this trunk they get reformatted according to these CID reformatting rules and then they forward along to the campus dispatcher queue. They already get the extension the person is calling from as well since these calls are technically still internal.

Below are the rules we have inserted for each extension that has a DID assigned to it on our system. Only those DID's are synced so that is why we have these rules applying to them. Right now when a user syncs their Caller ID field gets updated to the Office Phone field within M365. It populates in the 7 digit format (6209999) below as of now. This will soon become the E164 format (+19046209999) for all users due to other reasons like our move to the Teams Phone PBX Integration. That is why we have preemptively added the second rule.

So just to be clear we have two rules for every extension that has a DID assigned to it on our system so far and we have already assigned all these DID's on our system for ease of management. We have around 5500 DID's on our system as it stands as well so the rules count matches up.

Examples:


I would love to do this an easier way if you can think of it; however, as far as I can see the only way to reformat these exact numbers to their exact person in our specific use case is this way. I know our set up is very complicated and I have not explained everything here as well. Let me know if you need me to clarify anything else or have any suggestions. Thank you.