Group Caller ID is not displayed on the iPhone screen

[jmtelecom]

We are experiencing an issue with incoming calls on iPhones.

For calls coming through a Queue or Ring Group, the Queue/Ring Group Caller ID is not displayed on the iPhone screen. Users only see the caller's phone number and cannot see which Queue or Ring Group the call is coming from.

On Android devices, the same setup works correctly and the Queue/Ring Group information is displayed as expected.

We have already configured the DID Friendly Name for the Queue and verified that all relevant Phonebook options are enabled.

We have observed this behavior across all of our 3CX phone systems, so the issue does not appear to be specific to a single installation or configuration. In addition, all of our 3CX systems are running the latest available update.

We have also tested calls originating from internal extensions directly to the Queue/Ring Group and observed the same behavior on iPhones. Since the issue also occurs with internal calls, it does not appear to be related to the VoIP provider or SIP trunk configuration.

Could you please confirm whether this is a known limitation of the iOS application or if there are additional settings required to display the Queue/Ring Group name on incoming calls?

We would appreciate any guidance or recommendations for resolving this issue.

 

[NikosT_3CX]

@jmtelecom as we discussed in the ticket, if you remove the contact from the iPhone ( not the 3cx client, the actual iPhone ),
do you see the Queue after ? Because as we mentioned, we can also replicate this scenario only if the Caller 's number is added to the user 's contacts on the actual mobile ( in this case iPhone ).

 

[jmtelecom]

@jmtelecom as we discussed in the ticket, if you remove the contact from the iPhone ( not the 3cx client, the actual iPhone ),
do you see the Queue after ? Because as we mentioned, we can also replicate this scenario only if the Caller 's number is added to the user 's contacts on the actual mobile ( in this case iPhone ).

This is not a reasonable solution. It works perfectly on Android devices, but I cannot ask all of our customers to delete their contacts on their iPhones just so they can see the Group ID.


Is there an iOS-compatible solution that would allow the Group ID to be displayed without requiring users to remove their saved contacts? Since this functionality works correctly on Android, we would expect a similar user experience on iPhone.

 

[Vali_3CX]

@jmtelecom
But this **IS** the case? Because if yes and I correctly understood, then there is no solution for it - if a number matches a device contact, then the IOS will ignore app's display name and will show the device contact one.

EDIT: Apple reasoning for such case is following: if you added a device contact 123456 as John Doe, then 123456 cannot be Alexis Wilberinos for FaceTime app, Elena Chewbacca for WhatsApp app, Doe John for Teams app or Sales Queue:John Doe for 3CX app - it's a **device** contact.