Solved 3CX and Flowroute: Question About Caller's Display Info

[Frank86]

using Flowroute with 3CX 15.5.

When external caller John Smith calls our 3CX user Angela Johnson, Angela's Yealink phone and 3CX web client show "Wireless caller, Angela Johnson, 555-555-5555 (which is John Smith's cell phone).

This is confusing to our users because it seems they are calling themselves.

Our Flowroute inbound parameters in 3CX are set up as follows:
"CalledNum" - To: User Part
"CallerName" - From: Display Name
"CallerNum" - From: User Part

 

[leejor]

The "Wireless Caller" name, and the number are going to come from the provider. You can confirm that in the 3CX Activity Log for one of the calls. I have to assume that Angela's name is being added by the PBX. Do you use DID numbers (where her name has been entered), or is there some way the call is routing (Ring Group, Queue), that will add her name?

 

[Frank86]

Yes, I'm using DID numbers. I don't think it's related to ring groups since this also happens with users who are not part of any ring groups.

 

[leejor]

Did you put a name against the DID number(s), then set it to add that name to the caller ID?

 

[Frank86]

I'm not even sure how I would do that. All I did was assign a DID to the user's extension.

 

[leejor]

See number 3...
Configuring inbound rules for DIDs

https://www.3cx.com/docs/manual/inbound-did-call-routing/

 

[Frank86]

Oh, got it. Yes, that particular user has a DID name. How and where do you set it to (or not to) add the name to the caller ID?

 

[cobaltit]

That would be under step 3 in the section of the manual linked above:

3. Enter a name for the DID (for example Sales). The DID name can be prepended or appended to the Caller ID so as to identify on which number a caller has called you from. You can enable this from the “Contacts” > “Options.”

 

[leejor]

If DIDs only go direct to a particular person, then you might choose to not put in any name, or you could add something like "Dir." to indicate that the call is direct (via their DID) rather than coming from some other source. The end user may have some other suggestions as to what they want to see.

The name comes in handy when a DID is used for a sales, or service department. In that case, the called number, which could be part of a ring group, want to know what number (department) the caller dialled and handle/answer the call accordingly..

 

[Frank86]

Guys, what I thought was a nuisance turned out to be a feature I needed for the very purpose you guys outlined (sales and other groups) for another 3CX install.

How serendipitous. Thank you very much for all your help.

 

[YiannisH_3CX]

Glad to see the issue has been resolved.