Called ID / SIP Trunk Identification

[Tahir]

Hi all,

I have a couple of questions I require assistance with and would appreciate it if someone could assist.

At present we have 2 inbound numbers:

Number 1 - General Inbound Sales / Calls etc.
Number 2 - Dedicated Helpdesk line

At the moment if anyone dials Number 2 (Our Helpdesk) line I have adjusted the inbound rule (CallerNum to Request Line URI: User Part) so that it fixes to the SIP Trunk Line number, this has then been programmed into the phone as Helpdesk meaning anytime a customer calls this number we know it is the helpdesk line calling and so far this seems to be working as required.

On Number 1 though, we have a IVR with multiple options, one of these is for the Helpdesk. At the moment when this option is selected it dials an extension for one of the staff which has a forwarding rule to 'Ring my mobile simultaneously' selected.

I would like to change this so when the Helpdesk option is selected it dials a ring group and when any of the users in the group receive the call (again with forwarding rule to 'Ring my mobile simultaneously' selected) they receive only the Helpdesk SIP line number, at present the callers telephone number appears meaning we cant set the staff to have a fixed number to determine the call is a Helpdesk call.

We are having to use 'Ring my mobile simultaneously' as for some reason when the 3CX Android app is installed and the extension calls it does not wake up the app to allow the user to receive the call, the only sure fire way we have managed to get this to work so far is using the 'Ring my mobile simultaneously' option. Any insight on this would also be helpful.

Hope you can help as it will allow us to streamline the calls whilst dealing with COVID19.

 

[leejor]

I would like to change this so when the Helpdesk option is selected it dials a ring group and when any of the users in the group receive the call (again with forwarding rule to 'Ring my mobile simultaneously' selected)

Be careful with this. If you are sending to a ring group, where all members are set to use Ring my Mobile, you run the risk of a call going immediately to a mobiles voicemail especially if the mobile is off, or out of signal range.

at present the callers telephone number appears meaning we cant set the staff to have a fixed number to determine the call is a Helpdesk call.

This may be a function of the outbound options on the trunk used, and from where caller ID is taken. Of course changing settings will affect all calls, not just for this group.

We are having to use 'Ring my mobile simultaneously' as for some reason when the 3CX Android app is installed and the extension calls it does not wake up the app to allow the user to receive the call,

You might want to provide more information as to the version(s) you are using. Something is obviously not set correctly. If you can get the App working, you can add the ring group name, to the caller ID, to identify the origination.

 

[Tahir]

That is a good point about the calls going to mobiles, i will factor that in. We did have another client that operated in this manner and it worked well for them.

Do you have any idea what settings I can change so if I redirect a call to the second Number from Number 1 it will provide a fixed trunk caller ID or come from the Line Number for Line 2?

 

[leejor]

Each trunk group has outbound options. With those options there are about (off the top of my head) six, that deal with caller ID name and number. Most users want the original callers ID passed on, so that tends to be the default as long as it's supported by your provider. You should be able to figure out which change will cause the billing number for that trunk to be sent on all calls. Every provider can require different settings, so it isn't necessarily the same option as someone else. This change will affect all calls out on that trunk group. Before making any changes, make note of the current settings as changing some options may prevent all outgoing calls.
This post deals with caller ID and the trunk settings. It's trying to accomplish the opposite that you are trying to achieve (most people are).

https://www.3cx.com/community/threa...callerid-on-external-transferred-calls.45587/

It's a few years old but the outbound options mentioned are probably the same.

Again, be very careful when making changes, there can be sever consequences if the provider does not like the change.