Solved Inbound calls - name resolution for personal contacts

[mmails4y]

Hi,

we're using 3CX Desktop App (18.7.10.0)

We got contacts in our global company directory and some personal contacts for each person.

If we got a call from a person who is stored as a personal contact, the name is being shown while the call is ringing. However, as the call has been picked up and ended (or the call has been missed), and we check the call history, the name is not shown here. We just see the number.

As you can see the call history looks like this:

#1 only shows the number, however, as you can see it is grouped by the letter "W" - "W" is indeed the first letter of the name the contact is saved. (see screenshot #2)
#5 is a CRM (global phonebook) contact - everything's fine here, name and number are shown correctly.





Any ideas why the name is not saved here?

i also checked the webclient - same behaviour here.

Thanks!
Norbert

 

[VasilisV_3CX]

Hi @mmails4y,

I'd like to update this after some investigation. The global contact is attached as the call comes to your extension, thus it will show the contact name in the call log. Whereas the personal contacts are matched when the number arrives. The system will send the number as it is displayed to you in the call log, and your client will check your private contacts and try to match on the fly.

This is why you're getting the results you're seeing and it is displayed correctly.

 

[mmails4y]

yes, i thought about the same. This is why global contacts are working just fine.

Looks like it was working before, i just started up the "native" 3CXPhone for Windows Client - Call history is matching the name and number correctly here. So is it a displaying issue on the new client?

 

[VasilisV_3CX]

Hi @mmails4y,

That is the way it is as the moment I'm afraid. As I've answered the question as best I can, I'll lock this thread now but please feel free to open a new thread if you require anything else!