Rule and Ring group names not showing if the caller is a contact

[SimonBITS]

Hey team,

We've noticed today that the inbound rule name and ring group don't get appended to the incoming call if the caller is a contact in the 3CX PBX instance. It does display if the caller is not registered, along with the incoming caller ID.

We can't find any option to change this behavior. Is there any way to make it all display as well when the caller is a registered contact in the PBX instance?

We're on Version Number 18.0 (Build 418), "Professional Annual" product if that matters.

Thanks in advance.
Cheers,

 

[AramS_3CX]

Hi SimonBITS,

Where do you see this behavior - on 3CX WebClient or a Deskphone?
In the case of Deskphone, it's expected behavior that phone contacts are synced with Company contacts and when an incoming number matches the existing number the phone shows the name of that existing contact (not the Display Name sent by 3CX).

 

[SimonBITS]

Hey Aram,

Thanks heaps for your reply - you pointed us in the right direction.

We are noticing this on handsets indeed. I should have specified this but thought it was irrelevant.

I've done a test with a handset: disabled phonebook sync and wiped its local contact list. I then called the landline from a registered contact number. The handset displayed the Contact name and the inbound rule names in use as well - just as with the 3cx webclient app. This is the behavior we want.

So really our fix here is to update our provisioning template to not sync the contact list from 3cx. Handsets will then display the string 3CX sends to the handset upon incoming calls, whether the caller is a contact or not, and always show the queue/ring group info appended to the mobile number or contact name.
Once done and phones are reprovisioned with the updated template, I'm wondering if we'll have to manually clear the local contact list on all handsets or if the reprovisioning will do that. We'd rather just do a reprov/reboot rather than a factory wipe on 30+ handsets.

Cheers,

 

[JohnS_3CX]

It would have been better to backup your contacts, then delete them all from the MC.

At next sync, the phones would only receive a short contact list containing your extensions and no external contacts.

You can then do your customizations, and bring the contacts back from your backup.

 

[SimonBITS]

Hey John,

That's a great idea, thanks for the suggestion! We haven't proceeded yet so we might just follow your advice.

Cheers,