Active Conference shows own caller ID for added participants.

[VoIPQZ]

Hello,

We are currently in the testing phase for 3CX and have been having some difficulty with conference calls.

We are in a call center and it happens that we need to conference an external call with another external call, or someone internally.

The issue comes when we create the active conference from existing call (through the Conference option), all of the external numbers will show as our own ID instead of their IDs. Example:




In this screenshot, how am I supposed to figure out who's who? All 3 first IDs are my own ID instead of being Mine + the two external calls. The 4th ID is an internal extension named Test Test, that one is fine.

If I hangup one of them and call them back, then it will update to their external number. If I add someone to the active conference from this menu, they'll show properly. It's only when adding existing call to the conference through the Conference option.

I've searched for this specific issue everywhere and I have never found anyone with this issue... Everyone seems to see every caller ID properly when creating a conference. Some assistance would be appreciated.



Thanks,

 

[JohnS_3CX]

Hi,

Can you give a step by step explanation of how to replicate this scenario?

 

[VoIPQZ]

Hi,

Can you give a step by step explanation of how to replicate this scenario?

Hello John,

I am on a call with Person A (123-456-7890). I then put them on hold and call Person B (098-765-4321). After a few minutes of speaking with Person B, we feel the need to conference them together. We click on Conference at the bottom.




This creates Active Conference. Now if I go to see my conference's participants, it shows like this.



As you can see, it shows my 3Cx ID for both calls, instead of showing the 10 digit number. Now let's say I add person B to that conference, it'll have the same behavior.




If I were on a call with someone internally and add them to this conference the same way, it will show their actual ID, but any external call will show my own ID.

The only way I can see the participant's actual caller ID would be if I click the "Add people" at the top, or if I hang up a participant and call them back from within the conference.

Thanks.

 

[SweetAction]

Yeah, when I do it that way it shows the same for me. That's likely due to you bringing them into the conference itself.

I find the first call I hit conf on is the top, middle is actually you, and 3rd is the second call you bring in.

 

[JohnS_3CX]

Hi @MaxQz

Can you please confirm your PBX and App exact versions?

 

[VoIPQZ]

Hello John,

PBX: Enterprise 16.0.910.

App: Windows 16.0.1.81


Thanks.

 

[JohnS_3CX]

Hi MaxQz

I tried to replicate this with 3 separate PBX instances but was not able to do so, the names appeared correct, in my case at least.

Have you made any changes to your inbound trunk parameters or have inbound rules that affect these calls? If you hang up and call them back it shows the correct names/IDs because this is an outgoing call

 

[VoIPQZ]

Hello John,

They do indeed have an inbound rule, they go through multiple Digital Receptionist menu. Although this is not really the issue because even if we do an outgoing call before making the conference, this issue will happen. When incoming, their caller ID (full 9 digit number) shows properly, same when we do an outgoing call. But once we make a conference with those call, it becomes our name for everyone unless we hangup and call them back from within the already made conference.

We haven't changed any of the default settings. Just tried with a brand new PBX made with PBX Express and still the same issue.

Could it have something to do with Inbound/Outbound Parameters in the Trunk?

Thanks.

 

[JohnS_3CX]

What do your Inbound parameters look like currently?

 

[VoIPQZ]

Hello John,

Here is the inbound



And as for my outbound



Everything else is set at default value.


Thanks.

 

[JohnS_3CX]

Ok, and which provider do you currently use?

 

[VoIPQZ]

The Trunk provider is VoiceMeUp (IP Based).