Issue with Identification of Calling/Called Number in 3CX V20

[Sajjad.Khurshid]

In 3CX V20, the format of the CLI URL has changed, making it difficult to determine whether a call is inbound or outbound.


Previously, in 3CX V18:

• If an extension appeared before the number, it was identified as an outbound call.
• If the number appeared first, followed by the extension, it was considered an inbound call.

However, in 3CX V20:

• The CLI URL does not follow this pattern, making it impossible to distinguish between inbound and outbound calls.
  
  
  
  

• Impact:​

  • Call logging and reporting are affected as it is unclear if a call was made or received.
  • Organizations relying on call tracking for compliance and monitoring face challenges.
• 
  

  Request for Support:​

  • Is there an alternative way to determine call direction in 3CX V20?
  • Can 3CX restore the previous pattern or provide a solution to distinguish between inbound and outbound calls?
• 
  Any insights or solutions from the community would be greatly appreciated!

 

[Evolute IT]

Why are you using the recording file names to report on that when you can use the CRM integration???

 

[Sajjad.Khurshid]

Why are you using the recording file names to report on that when you can use the CRM integration???

We are not using CRM integration at the moment. Instead, we have a system where we upload call recordings, and it determines whether the call is inbound or outbound based on specific parameters we have defined. However, in v20, the call format appears to be the same for both inbound and outbound calls. Given this change, what would be the best way to differentiate between inbound and outbound calls in v20?

 

[Evolute IT]

Use the CRM integration... much easier. You get all the details and a link to download the recording. You can integrate with your own software as long as it has an API or a regular database.

 

[Sajjad.Khurshid]

Use the CRM integration... much easier. You get all the details and a link to download the recording. You can integrate with your own software as long as it has an API or a regular database.

Thanks for the suggestion! At the moment, we're looking for a way to fix this without any integration.

However, we would also like to know if 3CX has a solution for this or if there's a timeline for when this issue will be addressed.

 

[VoIPTools]

It cannot be changed, and it is unlikely 3CX will change it back to the old format. Decisions like this typically come after careful consideration, and I am confident they decided the effort to make the change was justified by their perceived benefits. Programmers do not change code just for fun.

 

[Evolute IT]

It cannot be changed, and it is unlikely 3CX will change it back to the old format. Decisions like this typically come after careful consideration, and I am confident they decided the effort to make the change was justified by their perceived benefits. Programmers do not change code just for fun.

Pretty sure it's due to the Call Manager changes and how Caller IDs are handled now.

 

[Sajjad.Khurshid]

Pretty sure it's due to the Call Manager changes and how Caller IDs are handled now.

Is there a way to determine if a call is inbound or outbound without integrating with the CRM?

 

[Evolute IT]

Is there a way to determine if a call is inbound or outbound without integrating with the CRM?

No

 

[Sajjad.Khurshid]

@3cx Team , any update on the reprted issue?