Missed Calls Only Show Number, Not Name – 3CX V20 Hosted

[reamen]

Issue: Caller Name Not Displayed for Missed Calls in 3CX V20

Environment:

• 3CX V20 Hosted
• Version: 20.0 Update 9 (Build 995 Release – AI 1.4.48)
• 3CX Softphone: 20.0.1284.0

We are experiencing an issue with caller identification in the missed‑call list.

When a user misses a call, the missed‑call entry shows only the phone number, but not the caller’s name.

The number is stored as a mobile number of an internal 3CX user, and during an active call the correct name is displayed. However, the missed‑call list does not resolve the name.

For contacts stored in the 3CX Company Phonebook, the name is displayed correctly in missed calls.

Question: Is this a known bug in V20, or is there a configuration option to enable name resolution for internal users in the missed‑call list?

Thanks for any insights.

 

[NikosT_3CX]

@reamen the call comes directly to the extension from the mobile number or it goes via lets say, Queue, RG, IVR, Script ?
I have tested this with a direct call from the external number to the v20 Windows client 20.0.1284.0 and the missed call shows correctly the external number and the name of the extension that this number is bound to. Same like while on the active call.
Do you have any extra contact on the PBX phonebook with this number ? Because if so, the contact name will be shown.

 

[reamen]

I'd be happy to show you the details of how this looks in the system.
It's a direct call to the user.

 

[NikosT_3CX]

Go on the Admin Console >> System >> Phonebook >> Options.
Do you have there " Do not match " ?

 

[reamen]

The settings are configured this way here.
But here's the important part: The number isn't associated with a specific person in the phone book; rather, it's assigned as a mobile number to an active 3CX user.

 

[NikosT_3CX]

@reamen we can not replicate with the same setup.
Please open a ticket to our Support portal and we can check it there further with logs.