Solved Weird Caller ID Issues

[c.keen]

So I have been wracking my brain for some time now trying to figure out why some of our locations drop the first digit when calling a bridged extension. A little bit of back story first. I have multiple sites (slaves) that are connected to my main branch (master) that enables us to dial extension to extension. One site has 17xxx extensions and our main site has 11xxx extensions. If an extension from the remote site dials a 11xxx extension, the Yealink phone at the main site displays 7xxx instead of 17xxx and the same goes for the adverse.

Now this doesn't happen at a couple of our other sites that have 21xxx extensions. This lead me to think it was e164 so I disabled it and it was still doing it.

I have tried prefixes and stripping digits but the problem still persists.

I have ran packet captures on the systems and the phones and cannot for the life of me figure out where it's getting stripped. Any help would be fantastic if someone else has had this problem.

 

[Evolute IT]

So I have been wracking my brain for some time now trying to figure out why some of our locations drop the first digit when calling a bridged extension. A little bit of back story first. I have multiple sites (slaves) that are connected to my main branch (master) that enables us to dial extension to extension. One site has 17xxx extensions and our main site has 11xxx extensions. If an extension from the remote site dials a 11xxx extension, the Yealink phone at the main site displays 7xxx instead of 17xxx and the same goes for the adverse.

Now this doesn't happen at a couple of our other sites that have 21xxx extensions. This lead me to think it was e164 so I disabled it and it was still doing it.

I have tried prefixes and stripping digits but the problem still persists.

I have ran packet captures on the systems and the phones and cannot for the life of me figure out where it's getting stripped. Any help would be fantastic if someone else has had this problem.

How is your bridge configured?

 

[c.keen]

The bridge is configured as Direct rather than Tunnel. I have outbound rules on both sides for stipulating 5 digits to send down the Direct Tunnel bridge. No digit stripping on either side and no prefixes either.

 

[JohnS_3CX]

Hi,

If you ran captures on both PBXs and both phones involved in a sample call, then you should be seeing the ID change somewhere.

What did you observe?

 

[leejor]

This issue has been around for a while, although I'm not sure if the reason for it happening has changed in more recent versions.

https://www.3cx.com/community/threads/call-over-bridge-from-extension-with-1-xx-dropping-1.40752/
https://www.3cx.com/community/threads/digit-1-is-automatically-stripped-between-bridges.61452/

 

[c.keen]

leejor I have seen these threads as well.

JohnS it looks like the phone system itself is stripping the digit. The captures show the extension without the first 1 on both sides. What is really odd is if you're running the 3CX web client, the caller ID shows the correct extension.

 

[JohnS_3CX]

The reason it is stripping the digit is because of the settings in E164 page (regardless of whether they are enabled or not).

Enable it, change country to something other than USA (i.e UK +44) and disable it again.

 

[c.keen]

The reason it is stripping the digit is because of the settings in E164 page (regardless of whether they are enabled or not).

Enable it, change country to something other than USA (i.e UK +44) and disable it again.

I tried this and it did not work. Again I am wondering if it has something to do with the Yealink T42S phones that we use. The webclient shows the correct Caller ID when the extension is called.

 

[JohnS_3CX]

I'm assuming you have at least 3CX V16 provisioned with our templates and latest firmware so you can eliminate the T42 from being the problem altogether. Just ensure there isn't a Phonebook entry that may overlap with the same number otherwise it will show the wrong name during incoming calls

I can replicate it the way I described above, so the digit is actually truncated at the PBX, not the phone. Ignore the webclient showing it correctly, it works over 3CX Presence.

Here is what mine looks like below, in order to prevent it from stripping the leading "1" as part of a country prefix:

 

[c.keen]

Yeah I'm running the most recent firmware on the Yealinks. I am not running v16 SP4 yet and currently on SP3. I have configured the e164 the same as you but still getting the same result. Do I need to configure it on both systems?

 

[JohnS_3CX]

Yes on both, otherwise each system will strip the digit. Should be the same whether on SP3 or SP4

 

[c.keen]

JohnS_3CX thank you very much that did it. My fear from disabling e164 is that it may impact our international calling.

 

[JohnS_3CX]

I'm glad to hear! I don't think you should worry about that, you can make a test call to confirm.

That will decide what to strip, so now basically it strips nothing and should not affect international dialling (which can also be adjusted with outbound rules by the way if needed)