[bug]: Queue Prefixes Not Displayed in Caller Names with PBX Contact Matching in Sangoma Connect

[Dietermartens]

FreePBX Version

FreePBX 16

Issue Description

We recently upgraded to the latest version of the Sangoma Connect API and noticed an interesting change: it now uses the PBX contacts to match caller numbers with contact names. While this feature has great potential, we encountered an issue.

When the softphone matches a caller's number with a contact in the PBX, any prefixes from the queues are no longer displayed in front of the contact's name. This means we lose the ability to dynamically alter the caller's name, which is an important feature for identifying the context of the call.

For instance, queue prefixes can provide crucial information such as the department or priority level of the call, and without this, it becomes harder to manage and prioritize incoming calls effectively.

We’re hoping this behavior can be adjusted or made optional in future updates to retain the flexibility of modifying caller names while still leveraging the new PBX contact matching feature.

Operating Environment

PBXAct 16

Relevant log output

No response

[msanthosh18]

Hi @Dietermartens
Can you share more details like

1. What type of contacts is created with number (external, Private, Internal )
2. Please share the problematic call logs and screen shot of the number to see how it is displayed
3. Module version details from which version to which version is upgraded..?
4. have you tried by downgrading the same version - just to confirm its worked in older version on your case if possible please share the call logs on this.

[Dietermartens]

Hi @msanthosh18

After thoroughly analyzing the issue, it appears to be more nuanced than I initially thought. Here’s the previous setup:
We used the Asterisk Phonebook module for managing all our contacts. On the incoming route, this phonebook was utilized to match contacts, which worked seamlessly with the queue prefixes we use to differentiate calls.

We are using the Sangoma Phone App on Windows (versions 4.0.3 and/or 3.9.3).

Previously, we were running an older version of major release 15. After upgrading, the setup is now as follows:

• PBX Version: 16.0.40.11
• PBX Distro: 12.7.8-2306-1.sng7
• Asterisk Version: 16.30.0
• Core: 16.0.68.17
• FreePBX Framework: 16.0.40.11
• SangomaConnect: 16.0.47.24
• Sangoma Realtime API: 16.0.49.35
• Phone Apps: 16.0.36.16

After the upgrade, we encountered issues getting the Sangoma Phone to function again. Once resolved, we noticed that our call flow no longer worked as before.

Currently:
Incoming calls are still matched with contacts in the Asterisk Phonebook and prefixed with the queue. When the call is ringing, the number is correctly matched, and the queue prefix is displayed. However, in the Sangoma Phone UI (specifically in the call history), these calls are only displayed with the phone number. The contact name and queue prefix are not shown in the call history.

To address this, we inserted the contacts into the Contact Module, creating a group of type "external." Afterward:

• The Sangoma Phone matched calls with the Contact Module entries, displaying the contact name, but the queue prefix was no longer shown.
• The same behavior was observed in the call history: contact names appeared, but queue prefixes were missing.

It seems the Sangoma Phone relies on frontend/client-side matching for contacts and disregards the caller ID information provided by the server. This is problematic, as altering the caller ID for call context was a powerful feature in our previous setup.

When using the Asterisk Phonebook:

• The Sangoma Phone lacks a dictionary to match calls, resulting in more streamlined behavior. However, the call history only shows the phone number, not the caller ID displayed in the server's CDR.