Fanvil X7A displaying wrong Caller ID on Outbound calls.

[AlanKS]

Good day,

I am running 3CX in the cloud, hosted by 3CX.
Professional Version 16.0.8.9

I have a few SIP Trunks from Vitelity.

We currently have 9 phones/extensions.

I recently installed a single Fanvil X7A phone. It has been working for about a month. In the last 12 hours, this one phone (Fanvila X7A) has begun to display a different called ID (not one of our numbers, it's not even the same area code) when making Outbound calls.

I have re-provisioned the problem phone, rebooted it. Confirmed it had the latest 3CX firmware.

I have checked the Fanvil phone settings (via the phones web page) to confirm it is not using a different number for Caller ID.

In 3CX I have checked the SIP Trunk to confirm the Caller ID number is correct. I have checked the Phone and Extension in 3CX to make sure the Caller ID is set to the correct number.

I did add the extension to my cell phone using the 3CX App and called a number with it and the Called ID was correct using the App. Which leads me to think it is the Fanvil X7A handset that is causing the problem.

Any other ideas or suggestions on why this one extension is displaying the incorrect caller ID on Outbound calls?

Thank you,

Alan

 

[JohnS_3CX]

Hi Alan,

Good idea to check the same extension using the app! Some questions if I may:

1. Have you tried factory resetting the phone, and simply assigning it to a different extension for comparison?

2. Have you checked all your outbound rules, do any of them have the Outbound Caller ID field populated, do any of them strip/prepend anything?

3. How about each of your trunks? Did you make any changes in the Caller ID tab or perhaps in the Parameters tab?

4. Finally, have you spoken to the provider at all to get confirmation that this ID is definitely sent from your PBX?



PS: X7A should be running firmware 2.2.0.166, please update it if it running any other version

 

[AlanKS]

John,

Thank you for the response.

Resetting the phone to factory defaults was my last last option.

The Fanvil X7A was/is running the current firmware (2.2.0.166), sorry I left that out in the OP.

I did check all outbound rules and the Caller ID Field and they did not have any strip or prepend.

I did check each trunk and they were displaying the correct Caller ID.

I did not speak to the provider, since in my estimation it was not the provider since all other extensions were correct. And that my test of the 3CX App on my smart phone using the same problem extension did not reproducer the errant Caller ID number.

I did resolve the error, (Before the post was approved and posted).

What I did to resolve the error was I copied and pasted the correct Caller ID number into all of the areas that had a Caller ID for that Extension. Even though the Caller ID was already entered into each area for the problem extension, I just replaced it (with the same correct Caller ID number) and rebooted the phone (the phone had already been rebooted and reprovisioned 3 times).

That seems to have resolved the problem. I will assume it was just corrupted in the physical handset some how.

Thank you,

 

[JohnS_3CX]

Hi Alan,

Glad to hear! Just FYI, reprovisioning will not touch fields/settings that our template does not include.

This means that if you made any manual changes on the phone's UI, you should always factory reset first, and then proceed to provision the phone. This the only way to get you the default/expected behavior, otherwise the phone might do things that are not expected.

Since you know how to fix it now, I would recommend you go ahead and factory reset anyway, then reprovision the phone to see if it behaves correctly without your intervention.

PS: I'm also assuming you are using our default provisioning templates, not custom ones that you have written.

 

[leejor]

Was this phone used on another system previously? (Purchased used?) Without a "factory reset", some settings can remain in the set.

 

[AlanKS]

Was this phone used on another system previously? (Purchased used?) Without a "factory reset", some settings can remain in the set.

The Fanvil phone had never been used on another system. It was factory reset upon the installation of the firmware.

 

[AlanKS]

Hi Alan,

Glad to hear! Just FYI, reprovisioning will not touch fields/settings that our template does not include.

This means that if you made any manual changes on the phone's UI, you should always factory reset first, and then proceed to provision the phone. This the only way to get you the default/expected behavior, otherwise the phone might do things that are not expected.

Since you know how to fix it now, I would recommend you go ahead and factory reset anyway, then reprovision the phone to see if it behaves correctly without your intervention.

PS: I'm also assuming you are using our default provisioning templates, not custom ones that you have written.

I had made no manual changes to the phone. Yes I am using the 3CX default provisioning template.

Those are all good suggestions and if someone else is having the same issue, or the issue returns, that would be my first course of action.

TY

 

[leejor]

I guess the only clue as to what the original issue might have been would be the caller ID that was being sent. You said it wasn't one of yours, but, did you see if it was a valid number somewhere, and who it belongs to?

 

[JohnS_3CX]

If you want to get to the source, I would expand on what @leejor said by suggesting captures on the PBX.

I say this because so far you've observed an effect, but did not collect solid evidence of the cause.

 

[AlanKS]

My apologies for the late response.

I will look into the suggestions by leejor and see what else I can find.

It may be a while as other priorities have arisen and the extension that was the problem is working.