Is there a limit on search results in the dialler?

[Asailo]

Hi,

3CX Enterprise Annual, Version Number 18.0 (Build 939), self hosted in Azure. Web client and PWA app.

We've had reports that user's can't find certain extensions when they search using the dialler. Having tried myself, I think this might be to do with a maximum of five results being shown - is that a limit?

For example, we have phones installed in shops:

• Southwold Store
• Aldeburgh Store
• Bury Store
• Woodbridge Store
• Holt Store
• Saffron Walden Store
• Holkham Store
• etc

When I search in the dialler for "store" it only returns the first five, including contacts, sorted alphabetically, with no way to see more. Is that expected behaviour?

We also have a lot of people called James, but when you search in the dialler for "James", you only get the first four of them. If I search for "James W", who wasn't in the first four James's, he appears.

What am I missing, how does this work, please?

Thanks!

 

[NikolasA_3CX]

Hi @Asailo

There is no limit to the amount of results that are displayed when searching through the dialer.
If you scroll down you are not able to see more results?

 

[SteveITS]

@Asailo Interesting, I don't usually try to search for a short name in the dialer in the Desktop App, but I found unpredictable results. First of all, it's known that searching Contacts returns only 10 results. So, if I search for "ma" I see 10, some of which are apparently finding a partial email address like hotmail.com.

In the Desktop App dialer if I search for "ma" I see only 5 results, two of which are Digital Receptionists (partial title "Main...") and 3 names, one of which is not in the 10 that show in the contact list search (but has email at gmail.com), and others are skipped. So the order is different.

In the web client dialer I see the same 5 names as the Desktop App. And yes I can scroll but that doesn't go past the five.

 

[Asailo]

Thank you Nikolas, and Steve - it looks as though we're seeing similar things.

To make the fault example simpler, consider these hotel room extensions. None have "Hide this extension from 3CX company phonebook and 3CX Apps" ticked:



When I search for "Swan Room" in the web client dialler, I see this:



Then if I scroll all the way down:


If I make the search more specific, for example "Swan Room 7", the result is then found:


Is this expected behaviour, or have we stumbled on a bug of some sort?

Thank you

 

[TheodorosG_3CX]

Just to clarify, in the dialer if you make the search for example only for Room or Swan, how many result in total you can see?

 

[Asailo]

In both cases five results are returned, including some bedrooms and some other extensions, for example, searching for "Room" also returns a substring match for extension with surname "Groom" too.

 

[TheodorosG_3CX]

So if you scroll down the results are still 5?
How many entries with this name you have in total?

 

[Asailo]

Correct - at the full extent of scrolling I have not been able to find a search term that returns more than five results.

The search for "Room" should return eight matches. There are additional extensions beyond eight, but those have "Hide this extension from 3CX company phonebook and 3CX Apps" ticked and are correctly not shown.

Thank you for helping me with this

 

[TheodorosG_3CX]

If you start typing and for example type Ro only, there are more results?

 

[Asailo]

No, I am afraid not - the extensions returned are different, it looks like they are closest to the start of a lexicographic sort, but still five, even at the full extent of scroll:

 

[TheodorosG_3CX]

I'm testing on my side as well and i do not have this issue. Trying different combinations still gives you the same?

 

[Asailo]

Absolutely - I can reproduce this issue with different search terms, and on web or PWA clients.

I'm not aware of us doing any advanced customisation on this system, but if there are any other settings you'd like me to check I will do.

@SteveITS, if you're checking in on this thread again, could you share more about what you see, please?

 

[SteveITS]

@SteveITS, if you're checking in on this thread again, could you share more about what you see, please?

I'm on US time so quite a bit behind you two.

I see what you see, the dialers in the Desktop App and web client don't return more than 5 results. We're also on 18u8, 18.0 (Build 939). I don't have the PWA installed currently. The iOS app isn't limited.

@TheodorosG_3CX, so if you search for a short string or common email address word like "mail" or in your case "3cx" you see a long list of names?

 

[TheodorosG_3CX]

@SteveITS Checking from my side it is not the case as i get more matches returned.

 

[Asailo]

Thank you, Steve and Theodoros.

Theodoros, with you unable to replicate this, how do you recommend Steve and I proceed to troubleshoot the problem?

Thank you

 

[TheodorosG_3CX]

Create a support ticket to check further.

 

[SteveITS]

For reference, I found if I search in the dialer for "ma" I get 5 results, and "n" shows 7 results in the dialer. The letter "m" shows 10 results in the dialer. So the behavior of the result limit changes. The contact list search limits all three searches to 10 results as expected there.

 

[Connectify]

Hi all,
When pointed out by one of our customers, both the customer and our own 3CX instance seem to face the same issue.

What I found out is that
- web client dialer only shows 5 results, the one I intend to find is not shown.
- desktop app V18.13.939 dialer only shows only 5 results, the one I intend to find is not shown.
- desktop app V18.12.425 dialer does show more than 5 results, amongst which the one I intended to find. Maybe this is a pointer towards a solution?

 

[SteveITS]

Desktop App and web client don't return more than 5 results. We're also on 18u8, 18.0 (Build 939). I don't have the PWA installed currently. The iOS app isn't limited.

The new Windows Store app doesn't return any results for "mail" so apparently doesn't search the email field...

Interesting results I found just now:

• Search for just the letter "m"
  • Desktop App contacts page: 10 results
  • Desktop App dialer: 9 results but only 3CX extensions and their mobile numbers, no contacts
  • web client: same as Desktop App
  • Store app contacts: a couple dozen results (didn't count)
  • Store app dialer: 7 results, all contacts (no scrollbar)
• Search for "mail"
  • Desktop App contacts page: 10 results
  • Desktop App dialer: 7 results, all contacts
  • Web client: same as Desktop App
  • Store app contacts: 0 results
  • Store app dialer: 0 results

You may note that both the Desktop App and web client are returning 9 and 7 results for me today, not 5. Not sure what changed in the last couple of weeks. Windows Updates installed on the PC end (to be exact, I'm running the Desktop App and web client on different PCs for this). However, we had 3CX server (Debian) security updates install on Nov. 5 so my posts on Nov. 6 and Nov. 7 were after that. Perhaps that's why I saw slightly different results for different search terms back then?

And then the (beta) Store app uses a different algorithm apparently.

desktop app V18.12.425 dialer

Is that an older 3CX server version also, then?

 

[Connectify]

Is that an older 3CX server version also, then?

Hi Steve,

No, both desktop apps connect to the same 3CX V18.0.8.939 server, that's why I think the issue can be narrowed down to the latest version of the desktop app / webclient and is not related to the server.

I can also add that none of the contacts have an e-mail address filled out, only a first name and a number.
I tested by filling out different fields (first name, last name, company, different number fields) but this has no effect on the search results: in the desktop app V18.12.425 the desired contact is shown, in the desktop app V18.13.939 the desired contact is not shown (and search result is limited to 5)