Ring/Call Group Caller ID Not Showing for Known Contacts to the Handset

[timmehb]

Afternoon All,

We're trialling 3CX for a large 200 seat deployment - and are coming up against a show stopper!

The behaviour we need is - When a Ring Group or a Call Queue is called, the Group/Queue name is prepended after the calling number. I have configured this option under Contacts > Options.

This works until the calling number is know to the handset, once the handset knows about the number - all it displays is the contact information of the calling number. I.e. Name, and number, it does not display any information about the Ring Group or Call Queue.
The handset knows about the number by either; adding the contact to the 3CX company wide phone book, or by entering the number into the handsets phonebook manually.

For Example;
Extension 1000 is in Call Queue Accounts (8000).
The number +44758495848 calls the DID for 8000. The handset on extension 1000 will display "+44758495848:Accounts"
If I add the calling number to the company phone book (under the contact Mike K), and call again, the handset will show "Mike K:Accounts"
When I reboot the handset, i'm assuming part of the reboot the company wide phonebook gets downloaded to the handset.
The next time the Call Queue is contacted by that number, all the handset displays is "Mike K +44758495848". The Call Queue information is gone.

It is almost as if the local phonebook of the handset is overriding the caller ID details passed to the handset from the PBX.

This is also evident if another extension (1002, Brenda) already on the system calls the Call Queue directly. The handset will just show the calling extension details (Brenda 1002).

Using the softphone app on iOS or Android, as well as the Web Browser Client - this behaviour is not observed, and the Call Queue/Ring Group ID is displayed just fine.

The handsets we are using are supported and all have the same behaviour; Polycom VVX 300, 410, 411. Grandstream GXP2170, Yealink T46G.

I'd like to know if this is expected behaviour, or if something is screwed up. It is a show stopper for us, as we need to retain Call Queue and Ring Group caller ID.

Any assistance would be amazing.

My Thanks in Advanced!

 

[timmehb]

Hello all,

Was hoping someone might have had something similar?

Is this expected behaviour from the system or is there some setting that can be changed ?

Can someone with a fully working system let me know what happens in their situation? If a contact is known to the handset, does the Ring Group / Call Queue DID information not display as the Caller ID?

 

[timmehb]

So it turns out I need to disable the local phonebook lookup on the various models we have.
I was hoping I didn't have to alter the default templates here as I was not wanting to step away from defaults too much.

Physical handsets default to local/remote phonebook lookup on CID. This will replace the CID sent to the handset from the 3CX phone system. This behaviour is odd as the CID sent from 3CX to the handsets is spot on - will do look ups to the company and personal phonebook and manipulate the CID on the fly and send the correct information to the handsets. To then have the handsets override this with local phone book information is non sensical to me.

I've found the settings for Polycom, Yealink, and Grandstream settings as follows;

Polycom
up.useDirectoryNames 0

Yealink
features.remote_phonebook.enable = 0

Grandstream
<P330>0</P330>

My question now then is - Is there a setting within the PBX (excluding altering template files) whereby I can set the default behaviour of handsets to NOT refer to the local phone book for CID translation. As 3CX will handle 100% handle CID (for both company and personal contacts), why would we need the handsets to do a local look up?

 

[JohnS_3CX]

Since the phone can independently recognize the number in the invite, it can also independently display the name (which I understand is not desired in this case).

Your solution already takes care of this behavior. I gather you should not have this problem when using the webclient for example, as it is something we can fully control as opposed to a deskphone.

 

[timmehb]

Hi John.

Thanks for shouting up. Obviously it'd be great if we could set this configuration using the default templates. Is there anywhere on the PBX settings, or parameters, that this could be set? What is the likelihood this could be a change if I posted it in the feature requests?

I'm trying to stick to the default templates!

 

[JohnS_3CX]

Hi,

Not sure this can be set without disabling the phonebook altogether and this is not something we want to do. Also as you see each manufacturer treats it differently.

As for the likelyhood of being voted, it's really up to the community. We all place different importance on various things, but I would not say its impossible

You can also search ideas and upvote it in case someone already posted the idea.