Solved SMS Number Format causing Contacts not to show.

[Clark-Ritchotte]

One of my clients is having issues with SMS not showing the contacts information from the 3CX phonebook, I verified that it's looking for at least 6 digits out of the phone number to link them, and also attempted a caller ID format in 3CX and forcing Telnyx to give me the 10 digit number. The interesting thing is it works in the call logs, but SMS is still +1xxxxxxxxxx no matter what I change without the contact's name. This just started happening about within the last month, before it worked.

I found this below thread about it but they do not state the fix.
https://www.3cx.com/community/threads/sms-contact-names-not-showing.84537/

I also saw another post about changes in this functionality in the last few updates when this stopped working correctly, but not sure if that's related or not.

Does anyone have any ideas?


SIP Trunk: Telynx
Platform: WebClient, windows desktop.

 

[NickD_3CX]

Hi!

When an incoming SMS message arrives to 3CX, it should always be in the e164 format (+1xxxxxxxxxx in your case).
Can you check if the Number Format in the Public Contact in 3CX is also saved in this format? Not some other format like 1xxxxxxxxxx or the 10-digit format.

Please alter a contact as a test to be in e164 format and let me know if it matches then.

 

[Clark-Ritchotte]

Thank you for your response, we did the test and it does show, but still don't understand why it stopped working seeing they didn't make any configuration changes to their PBX. Was this a recent change in the last 3CX update to cause the SMS contact name not to match? Cause it matches on voice calls regardless of format but not SMS as of the last 3CX update.

 

[NickD_3CX]

Hi!

We will investigate it and I will update this thread with any information I get.

 

[NickD_3CX]

Just a small update, we have looked into this and indeed there was some change from the previous version.

We plan on fixing this in a patch for V18 U3 that should be released in a few days from now.
Once it's out, please install it and check again and if you find any issues please open a new thread in this section.

I will mark this as 'Solved'.