New Voicemail from (Number) - {WRONG CUSTOMER NAME}

[Alex Nicol]

Good Morning All

I’ve had this flagged up from our CEO. He had a missed call and voicemail from a company that showed up in 3CX as CustomerOne*. However the voicemail is actually from another company (a cold call and not a customer/supplier of ours). We’ve investigated this in Dynamics365 and also the 3CX Contact List to see if we can figure out what’s going on with the number sync, and it turns out the number we have for CustomerOne* in D365 and 3CX has the same last 6 digits as the number of the voicemail. See below:

CustomerOne* – 01234 360360*
Voicemail Number – 07799 360360

Is the sync only looking for the last 6 digits?

*details changed for obvious reasons.

Other things to note:
The mobile number doesn't appear in either D365 or 3CX
This is not the only instance, we've had a couple of occasions when Sales have taken a call, ready to deal with ClientOne, but its actually ClientTwo.

 

[ChrisC_3CX]

Is the sync only looking for the last 6 digits?

This actually may very well be the case as that is the default setting. You can modify these settings under "Advanced >> Contacts >> Options >> Match Caller ID to a contact entry". If it indeed is set to 6, try increasing to something like 8 or 9.

EDIT:

Are you perhaps referring to the email received for missed calls and voicemails, is the name coming up there only?