outbound prefix digits show up in call history on 3cx Apps and web clients

[voice11]

My SIP provider requires us to use a prefix number (NNNN) given to us in front of any number dialled.

So, when a user dials 1xxxyyyzzzz , the PBX sends NNNN#1xxxyyyzzzz.
My issue is, in the web-client and in 3CX APPs, we can see the prefix (NNNN) sent with the number (1xxxyyyzzzz) in the dial history (dial history shows NNNN#1xxxyyyzzzz). That's problem 1, that it doesn't look ok visually.
Second problem is that we CANNOT redial from that number (NNNN#1xxxyyyzzzz). The number has to be keyed-in every time you redial.

Another observation is:
IF THE CALL IS ANSWERED BY THE CALLEE: The number in the call history will show as: (NNN#1xxxyyyzzzz)
BUT IF THE CALL IS NOT ANSWERED BY THE CALLEE: Then the number in the call history will show as: (1xxxyyyzzzz), which is fine by me.

This issue is only with the 3CX APP or with the web-client.
Everything works ok and looks ok on the desk-phone. And you can redial ok as well from the desk-phone.

The 3CX app seems to capture more information than intended. Prefix and prepend happens in the background, shows up in the trunks, which is fine. But my issue is that APP is capturing that information on the front end and users can see it leading it to confusion.

Has anyone else experienced it? How can this be addressed? Or what's the way around?

 

[KyriacosS_3CX]

Hi,

Where is the prefix added, trunk options Reformat or Outbound rules? Is this a supported provided, set up with the build in templates/method?

Best,
KS

 

[voice11]

Hello KS,
It is in outbound rules.
The providers is Bell Canada (something similar to Verizon in the US). I don't think they are supported provider... but even the supported providers probably buy SIP from them on a wholesale.
They are setup as Generic... and they are being used for more then 7 years without a hiccup.

 

[KyriacosS_3CX]

Hi,

Problem 1 still checking.

Problem 2, add an outbound rules that handles those numbers - I would expect it would simply need to match the prefix and if it's there pass the number along without changes, that should permit direct redial.

Best,
KS.