M365 sync user account details - mobile phone

[layton]

We have a self hosted 3CX Ent AI instance integrated with M365, and the "Sync user account details" option is enabled. The M365 sync is working, including syncing the user account details, however we are seeing that this user account details sync is pulling down the mobile phone from the user's M365 account, but it is keeping formatting. As we know, 3CX extensions don't like punctuation in the mobile numbers - it should be digits only. Mobile numbers in M365 user accounts include punctuation for US formatting - e.g. (###) ###-####. The formatting exists on the mobile numbers in M365 user accounts because we're using a separate 3rd party product for centralized email signatures, and the email signature templates populate info on individual signatures from the M365 user account details.

We're running into an issue where we can't have 3CX call a user's mobile number because the punctuation exists. We don't want to remove the punctuation from the M365 user account details, because then mobile numbers in email signatures aren't in an easily readable format. For the time being, we've disabled the Sync user account details option. Are other people seeing this same behavior with M365 sync user account details syncing mobile formatting? If so, would it be unreasonable to request this Sync user account details option in 3CX to clean up the mobile number to only save digits to the 3CX mobile number field on extensions since 3CX only wants digits?

 

[accentlogic]

We have a self hosted 3CX Ent AI instance integrated with M365, and the "Sync user account details" option is enabled. The M365 sync is working, including syncing the user account details, however we are seeing that this user account details sync is pulling down the mobile phone from the user's M365 account, but it is keeping formatting. As we know, 3CX extensions don't like punctuation in the mobile numbers - it should be digits only. Mobile numbers in M365 user accounts include punctuation for US formatting - e.g. (###) ###-####. The formatting exists on the mobile numbers in M365 user accounts because we're using a separate 3rd party product for centralized email signatures, and the email signature templates populate info on individual signatures from the M365 user account details.

We're running into an issue where we can't have 3CX call a user's mobile number because the punctuation exists. We don't want to remove the punctuation from the M365 user account details, because then mobile numbers in email signatures aren't in an easily readable format. For the time being, we've disabled the Sync user account details option. Are other people seeing this same behavior with M365 sync user account details syncing mobile formatting? If so, would it be unreasonable to request this Sync user account details option in 3CX to clean up the mobile number to only save digits to the 3CX mobile number field on extensions since 3CX only wants digits?

@layton - try adding a Dial 12 to 13 digit rule to your outbound rules. Move it up before any rules that might grab the number dialed. That works for us.

That should take the xxx-xxx-xxxx, xxx.xxx.xxxx and (xxx) xxx-xxxx formatted numbers and send them out correctly. Easy enough to test.

 

[myitbrainHQ]

Missed call visibility in 3CX reports depends on which report you are using and how your call flows are configured.

In the built-in Reports section under the 3CX management console, go to Reports > Call Log. Filter by call type "Unanswered" to see all missed inbound calls. You can filter by date range, extension, or DID.

A few gotchas that often cause missed calls to be invisible or miscategorized:

1. Ring group / queue behavior: If a call hits a ring group and someone eventually picks up, it may not appear as missed even if it rang unanswered on several extensions first. The call is considered answered at the group level.
2. Voicemail pickup: Calls that hit voicemail are logged as answered by the voicemail extension, not as missed. You need to look at call flows that terminate at voicemail specifically.
3. Call flow designer endpoints: If your IVR or CFD handles the call and hangs up without transferring to an extension, it may be logged differently. Check the "Digital Receptionist" entries in the call log.
4. Time-based routing: Calls routed to after-hours messages instead of extensions show up differently - filter by the specific DID to trace them.

For a cleaner missed calls report, use the "Unanswered Calls by Extension" report under Reports > Unanswered Calls - this gives you a per-extension breakdown that is much easier to act on.