Solved inbound rule - prepend name not working

[next2]

Hi,

This is an install with multiple trunks; with 1 DID per trunk
When receiving an incoming call, we need to see on the phone (Yealink T46S) which DID has been called. We've created inbound rules each with a separate DID and assigned them a name. We've also selected the option 'prepend name' in the contacts options.
However, when the phone is ringing, we see only the caller number… no name.
Did we miss something ?
Note there is a SBC between the phones and the 3cx server (pbxexpress)… Could this be the problem ?

Thank you !
Thomas

 

[leejor]

Does the name display on any other devices, 3CX softphone?
Is the set displaying names of other extensions on internal calls ?

Using the SBC should make no difference. Caller ID, if available is sent in the Invite. the SBC does not modify this. You can check the 3CX Activity Log, for a call to one of the sets, to see what information (name?) is being sent. that will tell you if this is a set option, or 3CX issue.

 

[next2]

The name doesn't show up on the 3CX softphone...
When making internal calls, we see the caller (extension) name on the called phone.
Can't see so much in the event log. Is the activity log something different ? Looks like it doesn't exist or is hidden in v15 ?

 

[next2]

Sorry, just found out the Activity Log (on the Dashboard)

 

[next2]

BTW, the inbound rule works, the calls are forwarded to the right extension. Only the name of the rule is missing...

 

[craigreilly]

The inbound prepend name will be overridden if the inbound caller id is in the IP Phones local phonebook. It will instead show whatever is in the phonebook.
I have asked about this many moons ago - but didn't get much traction or feedback.

 

[leejor]

Could the name be too long? Perhaps try putting it after the number, does that work?

 

[next2]

Hi Craig, the caller is not written in the phonebook.
Lee, the rule name is 3 letters long. I've tried more & less caracters, also tried append/prepend, but the name does not appear.
This is really annoying, as the user must identify which line (DID number) has been called.

 

[next2]

Found it : in the SIP trunk details - Route calls to - Main Trunk No, I've removed the 00 and countryy code. Now inbound rule name shows on the phone !

 

[YiannisH_3CX]

Glad to see the issue has bee resolved and thank you for updating the thread with your solution. Indeed if the incoming number did not match the DID the call will route to the main trunk destination which is the same as there is only one DID but it will not match the inbound rule so the name will not be prepended.