Caller ID from Contact Directory

Hello. Newbie here to Trixbox/FreePBX. We just installed a system for a client and they have a question I can’t answer. They’re running Trixbox CE with Polycom IP650 phones. They add people (both internal extensions and external phones) to the phone’s contact directory. When someone calls from an internal extension, the CID shows up with the name and extension # as in the contact directory. But if an outside caller, also in the contact directory, calls in, only the phone number appears, no name even though the name is in the contact directory.

Is there any way to get the name to appear?