Help... Caller ID number changing through Digital Receptionist

[SkyFi]

This ONLY started happening after upgrading to SP6. When a call comes in and goes through an IVR, the calling number is matched to the DID's caller ID. The call arrives with the correct caller ID in the log, but when they select an option, you only see the caller ID number of the DID itself. Any ideas? This is becoming a critical issue.

 

[eddv123]

If it is critical I would suggest temporarily downgrading your 3CX back to SP5 and raising it with them as a support ticket or bug on here.

If you have changed nothing in regards to the PBX that is (just the upgrade).

 

[YiannisH_3CX]

Hello @SkyFi

Is the call going to a Ring Group, a queue or directly to an extension? Do you have inbound rules named as the DID number? If you navigate to Contacts / Options what option is selected under "Add Group, Queue or DID/DDI Names to Caller ID" ?

 

[YiannisH_3CX]

If it is critical I would suggest temporarily downgrading your 3CX back to SP5 and raising it with them as a support ticket or bug on here.

Please note that downgrading is not an option as the licence cannot be activated on a version lower that SP6 because of the certificate change on the activation server.