In the CEL table, there is no internal employee number in the cid_num column

Problems:

• No windows when making calls;

• Wrong person in charge of activities.

How to identify:

1. In the log file we find a call with no window (e.g. incoming from 89123456 to 123). We need the id of the parent channel of this call. Example line in the log: Incoming call started [987654.111] to the number [89123456] through the trunk [112233]

2. By call id look for the event message "Conversation requested" - it is on it that we show the conversation card.

Example message:

answered_at:null
channel_id:1542768439.1895
ended_at:null
from:89123456789
from_local:false
id:1542768439.1895
parent_channel_id:1542768416.1894
started_at:2018-11-21 07:47:19
state:1
state_code:ringing
to:3432723033 (There should be an employee's internal number)
to_local:true
trunk:3432723033
type:2
type_code:incoming
was_answered:false

3. Here the trunk is listed instead of the internal number.

How to fix it:

1. In the /etc/asterisk/sip.conf file (either sip_additional.conf, sip_custom.conf, or user.conf for Elastix), add a line for [123]: cid_number=123 Make it for everyone who doesn't get.

2. Or:callerid=Name <123> Name – employee name displayed on the phone. Re-read the Asterisk configs: asterisk -rx “sip reload”.