3CX v20 – Incoming Caller ID Showing Our Own Number Instead of the Caller’s Number

[AdyC]

Hi Team,

We are running into some weird issues with 3CX v20. (20.0 Update 9 (Build 995 Release - AI 1.4.48)

The issue is that when we receive phone calls through 3CX, the incoming call is showing as if my work number (the number assigned to me in 3CX) is calling me, instead of showing the actual caller’s number.

- 073xx – the number assigned in 3CX
- 0420 – the actual number making the call

Has anyone else experienced a similar issue, or knows of a way to display only the inbound caller ID?
As part of our troubleshooting, we have attempted to modify both the templates and trunk settings; however, none of the changes made so far have altered the behaviour. The system continues to present the same result regardless of the configuration adjustments applied.


Thanks

 

[TheodorosG_3CX]

This can also depend on the inbound parameters in the sip trunk template and also what is send to the "CallerNum" as explained here . You will need to check this with logs and captures to identify if this is how the call is coming in the PBX.

 

[YiannisH_3CX]

Are you forwarding the call to your mobile number or any other external number? Can you explain the call flow step by step please?

 

[AdyC]

Hi team,

Thanks for your update.

I also want to mention that we are experiencing this issue with only one cloud. We have around 25 clouds in total, and this is the only one experiencing the issue.

Is there anything that can be checked or changed on the cloud itself to help resolve the issue?

 

[AdyC]

@YiannisH_3CX , will advice about call flow

 

[AdyC]

@YiannisH_3CX

 

[YiannisH_3CX]

In which scenario are you seeing your own DID as the caller ID? Is the call going to a Queue? If so are you answering via a mobile phone, IP phone or 3CX app?
When you assign the DIDs do you name them with the number of the DID?

 

[AdyC]

1 - All extensions have their own numbers; most calls do not go through the main number.
2 - Yes, it also goes to the queue
3 - Answering from 3CX Mobile App (iOS & Android) and the Web App/PWA. It also shows the users DID in the call history before the inbound caller's number
4 - We don't name the DIDs. They are added to the main trunk and assigned to users via the Assigned DID Number(s) and Outbound Caller ID fields.