Solved Inbound Caller ID not bringing up address book name

[Novum Live]

Hi All.
System is 3CX Pro Hosted.

Problem: When a person calls in through our SIP trunk (Supplied by Spitfire), their number is displayed but not their name.
It's like 3CX isn't looking through the address book to see if it matches.

I have the inbound number set to got to ring groups directly.

I'm not sure why it isn't looking up the address book entry and displaying a name.

Can anyone help?

Thanks in advance.

 

[NicholasP_3CX]

You need to ensure that the PBX has the option active to check against the phonebook

 

[Novum Live]

Thanks Nicholas.
This setting is on already.
FYI, it's also not recognising the names of my team when calling from their mobiles, even though the extension has their mobile number associated to it.

Anything else to check?

 

[NicholasP_3CX]

These are not phonebook contacts however, so they wouldnt be matched against the phonebook.

 

[Novum Live]

ok, but that seems odd to not automatically check the mobile numbers of users and display their name.

But back to the phone book lookup, mine doesn't seem to work. Any more ideas?

 

[NicholasP_3CX]

ok, but that seems odd to not automatically check the mobile numbers of users and display their name.

But back to the phone book lookup, mine doesn't seem to work. Any more ideas?

Check the format the numbers are coming in. How do you see it on your screen vs. what you have in the phonebook. You might need to select the 3rd option in the "Match caller ID to a contact entry" section I highlighted above.

 

[Novum Live]

I have done as you have said and i noticed there were gaps in many of the numbers in the phonebook entries.
I exported the phonebook, reformatted the numbers in excel using the substitute function, imported the numbers back in, and now the names are showing.

Thanks for your help.