Solved No Caller ID on some extensions

[John Dickinson]

Hi, we are new users of 3CX and our install partner is also relatively new.
We are running the latest version of 3CX Professional with Yealink SIP-T46S & SIP-T48S handsets (as well as some mobile and PC configured extensions)
The mobile and PC extension and a couple of the Yealink extensions give out the correct caller ID when making outbound calls, but the remainder of the extensions show as No Call ID on the recipients phone.
All extension settings appear to be set the same and are populated with the correct Outbound Caller ID number settings. Apparently all the Yealink handsets are using the latest firmware so not sure of it's a handset or 3CX issue?

Would be grateful of some advice from any more experienced heads out there, thank you

John

 

[Evolute IT]

Just saying but if you have an install partner, shouldn't they be here asking for help?

If my customers had to bypass me to get help, I'd be out of business quickly.

Referring to your issue: please provide a packet capture of each cases and compare the SDP headers. To me, it sounds like a trunk issue since some are working and others are not. Otherwise, it can be multiple things.

 

[JohnS_3CX]

Hi John,

You can specifically log in to one of the problematic extensions using the webclient or 3CX app, then make a call.

See whether the same extension shows the correct ID when calling using the client VS the deskphone.

Call the same destination in both cases to minimize the number of variables in your test.

Also read this post here and include any relevant information you can regarding the system and phones:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[John Dickinson]

Thanks for the feedback and point noted. Will ask my install partner to try what you suggested as this is above my paygrade

 

[John Dickinson]

Hi John,

You can specifically log in to one of the problematic extensions using the webclient or 3CX app, then make a call.

See whether the same extension shows the correct ID when calling using the client VS the deskphone.

Call the same destination in both cases to minimize the number of variables in your test.

Also read this post here and include any relevant information you can regarding the system and phones:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Thank you, will also try this. Makes sense in eliminating if it's a handsets issue.

 

[JohnS_3CX]

No worries, and suggest to them to join the forum if they haven't already.

It's an indispensable tool especially when spending a few minutes searching you might find solutions to commonly reported problems. You can can also search on google and add the terms "3cx forums" in your query which should return some quick results marked as already "solved".

 

[John Dickinson]

Good news, problem solved with the help of a technician at Voiceflex who had come across this before.
Some of our extensions contained numbers in the last name section, eg Reception 1, Surgery 2 etc.
Either remove the number completely or change it to Reception One and the Caller ID works. It was seemingly picking up the number in the name and corrupting the caller ID. I hope this helps somebody else in due course

 

[SteveITS]

Some of our extensions contained numbers in the last name section, eg Reception 1, Surgery 2 etc.

Interesting, wonder if that is related to your SIP provider also, or maybe it being a bare number. We have a client who wanted extension numbers listed (last name "Smith x224"). I haven't noticed this issue when they call us and they haven't reported that symptom.

 

[leejor]

A name field, for caller ID purposes, should be able to handle alpha and/or numeric characters