Physical Phones Showing Old User Extensions

[KT Tech]

On physical phones we're seeing old user extensions. When we assign the extension to a new user it is renamed to "Open Extension" until the new user is confirmed. Then we rename it to the new user. We just realized the physical phones have all the old users and the new users so it's essentially duplicating an extension whenever we give it to a new user. We've tried resetting, reprovisioning, looking for local directories on the phone themselves. They're all SNOM D785's and I've followed this guide, but it doesn't seem to be related to our issue because this is only if you're using the "Contacts" directory in 3CX which we are not.

Additionally, when we provision a phone on our end the Teams and Contacts tabs are normal with no old users so we can't even replicate the issue.

• Snom D785 Firmware: 10.1.175.0
• Only about 50 extensions
• No custom templates used
• No integrations with contact syncing through M365 for example

 

[NicholasP_3CX]

Phones generally keep cached information.

They are scheduled to automatically reprovision every 24 hours, but reprovisioning should clear the cache and get the new information from the PBX.

If you try it with a 3CX App you will always see the updated information.

 

[KT Tech]

Phones generally keep cached information.

They are scheduled to automatically reprovision every 24 hours, but reprovisioning should clear the cache and get the new information from the PBX.

If you try it with a 3CX App you will always see the updated information.

Yeah, that makes sense, and I agree they should, but we really want to figure out why it's not. It's really got us scratching our heads. Is there anything in the logs we should take a closer look at?

 

[NicholasP_3CX]

The phones receiving the call are the ones keeping the cache. So if you change an extensions name, every other phone would need to be reprovisioned.

Just select your devices in the phones page and click reprovision.

 

[Guillaume Bourgeois]

Yeah, that makes sense, and I agree they should, but we really want to figure out why it's not. It's really got us scratching our heads. Is there anything in the logs we should take a closer look at?

Over time, I've noticed that the URLs indicating where the directory is hosted are often incorrectly referenced. This usually happens because the phone's configuration was done manually or because the configuration was manually changed from local to remote, and the technician forgot to update the URL (which still points to a local IP).

I've also encountered situations where the phone's firmware wasn't up to date, resulting in the directory being in the wrong format for the older firmware version currently installed.

In any case, try reprovisioning as @NicholasP_3CX suggested, and if the problem persists, we can assist you in investigating further.

 

[JohnS_3CX]

We've tried resetting, reprovisioning

Copy the provisioning URL from the extension settings, replace {mac} with the actual MAC, and put the URL in your browser.

Open the config file and read the name of the extension from there.

If it appears correctly, then there is absolutely no way the phone can show the wrong name, unless the phone is not provisioning from the PBX you thought it was.