Extension signed in with wrong number

[alexTakacs]

Hi
I'm having a rather weird issue with an extension apparently assigned a wrong number - as long as it concerns external calls.
Internally all works fine - the extension shows up "normally" in the various tools (say 3cx phone in receptionist mode). One can change status, call it, recevie call from it. Everything ok
But external calls are handled as if the extension was another on. For all practical purposes, inbound and outbound calls behave as if this extension was another one (as in call routing, displayed outbound DID, etc). I know it sounds a bit crazy but it is happening right in front of me.
Any idea how to debug this ?

 

[AWS2P]

Hi , what do you mean? extension numbers are not sent on external call, this is caller id from trunk or DID if you use

 

[AWS2P]

in extension settings, general , field outbound caller id
do you have set something here?

in your trunk settings, in caller ID , did you set something in Default caller id ?

 

[JohnS_3CX]

Your explanation was not very clear for me, you will have to provide a detailed example. Basic checks though can be done:

Check under under Extension > Options > SIP ID

and also check under Extension > General > Outbound Caller ID.

You should also make a call using this extension in the Webclient VS the Deskphone to see if there is any difference.

 

[alexTakacs]

Hi , what do you mean? extension numbers are not sent on external call, this is caller id from trunk or DID if you use

Fair point.
We use DID. We are running numerous instances where this works as expected (caller ID from Trunk).
In this specific case however the caller ID presented is from a different, unrelated extension.
Have tried to specify a caller "Outbound Caller ID" in Extension / Outbound Caller Id to no effect

 

[alexTakacs]

in extension settings, general , field outbound caller id
do you have set something here?

No

in your trunk settings, in caller ID , did you set something in Default caller id ?

No

Have tried to enter something in either or both fields but doesn't change the behaviour.
We have dozens of other instances with same setup and same SIP provider where we use this setup (no caller Id set) and it will use the trunk main number. For some reason it does not work here

 

[alexTakacs]

Your explanation was not very clear for me, you will have to provide a detailed example. Basic checks though can be done:

Check under under Extension > Options > SIP ID

There is nothing there. Should we put something (I thought that the SIP ID was.. .the SIP ID, which is usually unrelated to the actual number)

and also check under Extension > General > Outbound Caller ID.

Left empty (so that we use the trunk main ID). However entering something there has no effect.

You should also make a call using this extension in the Webclient VS the Deskphone to see if there is any difference.

Tried - same behaviour.
That being said the call is actually initiated on the deskphone

 

[JohnS_3CX]

Initate the call in webclient mode, not on the phone so we can eliminate the device

Also, which provider are you using - are they 3CX supported or 3rd party?

 

[alexTakacs]

Initate the call in webclient mode, not on the phone so we can eliminate the device

I might be a little thick but when I initiate a call in the web client (which I seldom use) it will actually pass it to the deskphone (a Yealink). I'm sure I'm overlooking something obvious. In the client under General Options - Use this device for call I only have the Yealink listed.

Also, which provider are you using - are they 3CX supported or 3rd party?

3CX supported - have dozens of other installs with same provider where it works as expected

 

[AWS2P]

If none of settings in caller id in trunk or in extensions is working, let me guess this could be sent directly by SIP provider.

Do you have a SIP trunk manager to check if this trunk is set as others working fine?

 

[JohnS_3CX]

Are you on V16 PBX or older? The old PBX did not have the option in the webclient enabled

 

[alexTakacs]

v16 - no web client option. Is there a global switch to enable it ?

 

[alexTakacs]

Is there a way in the logs (I guess yes) to understand how the outbound caller ID is "built" and passed to the SIP provider ?
Similarly for the interpretation of the DID (I also have an issue with the INBOUND did wich I is seemingly matched to a wrong extension) ?

 

[JohnS_3CX]

Hi alex,

1. are you accessing the webclient without HTTPS maybe?

2. In the management console Settings > General do you have "Enable WebRTC"?