Panel not showing number of caller

[Alphabetic]

Hi there

Is it possible to get the number of the other party to display in the queue call back panel?

at the moment there's no info there - is it possible?

 

[JohnS_3CX]

Yes it's possible, but this is highly dependent on the trunk provider and trunk settings where this data gets read from

 

[Alphabetic]

Yes it's possible, but this is highly dependent on the trunk provider and trunk settings where this data gets read from

Its a supported BT one.

The numbers are being prepended when they call in.

it's only when its a QCB does it not show.

 

[Alphabetic]

The lack of information from this view is critical as the QCB could potentially be from a caller who has either a) scheduled several QCB or has already called in again and been dealt with.

@Nick Galea can we look to have more info for this in future releases? I feel like the reporting/data is lacking in 3CX.

 

[JohnS_3CX]

In my case this works, but as I mentioned it depends on the provider and trunk settings.



It would be good to know the following:

1. PBX Version
2. Check your verbose logs to see what the provider actually sent you when the caller rang you (you can hide the last digits before posting here)
3. A screenshot of your BT trunk Inbound Parameters tab

 

[Alphabetic]

Hi John

18.0 U7 B424



The call is displayed correctly when the initial caller comes in, its when the QCB is scheduled does it disappear.

 

[Alphabetic]

Hi John,

I found the problem - customer recently ported a number over (previously fwd in place) and on the porting date the loser didnt complete correctly so winner did something to allow us to get calls. So i think youre right in that the INVITE isnt being formatted correctly. Looking to get this sorted.

 

[Alphabetic]

Hi @JohnS_3CX unfortunately, this is still a problem after confirming the invite format is correct.

When I call in I can see <QUEUE NAME> <CALLERID> and then I'll do a QCB and it sticks it in the queue as <QUEUE NAME> QCB without prepending the caller ID.

 

[JohnS_3CX]

2. Check your verbose logs to see what the provider actually sent you when the caller rang you (you can hide the last digits before posting here)

We need to see this part in the original invite when the caller rings your queue

 

[Alphabetic]

Is this what youre after?

 

[Alphabetic]

For the sake of testing, I called in off my mobile again which displayed correctly in the panel.

I then changed my callback number to 123456 and it doesnt show in the panel still.

Queue log shows:

2023/07/05 10:01:24.513|29973|0004|Trac|DBG: QCall.UserConfirmedCallbackRequest(). _callback_number=123456, IncomingCall[Ticket:9326, AC.ID:249712, CallId:19806, LegId:2, IsDNA=False, IsCallBack=False, polls=0]
QC(249718) 'WaitingInQueue' [05/07/2023 10:01:28] (18 sec.) from ':Support Line Q' (444123456)

 

[JohnS_3CX]

You have a BT trunk, but we see Simwood in the invite?



I think it would be a good idea to open a ticket with 3CX Support at this stage - this requires deeper investigation with full logs so they can see exactly what is happening in the background.

 

[Alphabetic]

John,

the 195.80 is the BT trunk.

Im going to restart the server shortly but will open a case if the problem still exists.

 

[Alphabetic]

plot thickens.

Reboot did nothing.

I have 2 DIDs on the same trunk going to the same routing.

014xx works fine when QCB is done.

0800xxx doesnt display caller ID when QCB is done.

i've raised a support ticket.