Call forwarding to answering service blocked and/or caller ID not showing

[U-A]

I have a client that that has a rule that during office hours if no answer within 10 seconds call is forwarded to external service(smith.ai - but this is unimportant in this context as I've tried this with several numbers). Simple enough, right? In the ring group I have a rule set - "Destination if no answer" and have "forward to outside number" set with our special fwding number from fwding service.

The issue is that using this method no forwarding works...It terminates call with message "the wireless customer you called is not available at this time announcement 902".

So a simple workaround was to have a dummy ext setup which then Fwds all calls to answering service - and that worked!

However the issue were facing is that caller ID is showing as our office as the caller...not the originating caller, meaning that the answering service sees all calls coming from our office not the actual caller! This is even with OUTBOUND PARAMETERS set From : Display Name/From : User Part to "Originator caller ID"!

What am I doing wrong and how can I remedy this?

I should mention I spent close to 3 hrs and reached out to telnyx(yeah I know that they're not supported but this is a legacy customer) but none of their solutions worked...anyone encounter this issue?

Here are some links on 3cx forums in regards to the forwarding
issue(none worked for me):

https://www.3cx.com/community/threads/forwarding-calls-to-outside-answering-service.113361/

https://www.3cx.com/community/threads/telnyx-caller-id-when-forwarded-to-external-number.84166/

https://www.3cx.com/community/threads/caller-id-displayed-during-call-forwarding.81267/

https://www.3cx.com/community/threads/answering-service.88220/

 

[Charles_3CX]

Hi there. As a first step, you can check that you have an outbound rule that can route calls directly, not one with the option to require extension numbers or extension groups, but rather and for example, only has the option 'Calls to Numbers with a length of' configured, similar to the example below:

 

[U-A]

Ahh!! Thank you so much! No more dummy extension..however Caller ID still showing as office number and not actual caller..any idea why that's happening?

Like I mentioned before - This is even with OUTBOUND PARAMETERS set From : Display Name/From : User Part to "Originator caller ID"

 

[Charles_3CX]

Your provider will be more helpful in this case. Give them a call and ask them if they accept different caller IDs, and if they do, ask them in which sip field they expect to see this value. Then go and make the appropriate changes. Experimenting with outbound parameters could break the ability to call out entirely.

 

[U-A]

Will do!