Caller ID Dilemmas

[coreit]

I have a client who operates three brands of a company out of the same office space and on the same 3CX system. Calls come into each brand via a specific DID. But a single user may handle calls for each brand. We have inbound rules set up for each DID so that calls to each brand get routed appropriately. We have setup outbound dialing so that dialing 91, 92, and 93 before an outbound call will cause the correct caller ID information. So if caller dials 123-123-1234 to reach Brand A then that call is routed based on the DID and inbound route. The staff person sees that the call is coming into Brand A because the rule name is appended to the caller ID.

My issue is that the staff may miss the call and to quickly return the call, would be great if they could just hit the number to dial BUT we need the outbound caller ID to be that of the correct brand. When manually dialing we accomplish this by dialing the 91, 92, or 93 in front but I am wondering if the caller ID reformatting can handle this for us. Any thoughts?

 

[leejor]

Caller ID reformatting is based on the trunk, and the format of the caller ID of number being sent. It is not based on the DID of the number, unfortunately. .I'm not certain if the two fields can be interchanged, to allow the Caller Id reformatting to take place on the DID itself, I suspect not, but... Even if you were to be able to do that, the caller ID presented would be the DID number, and that would be the number re-dialed, not the result you want.

I have a feeling, that not missing the call, in the first place, may be your only solution.

 

[YiannisH_3CX]

Hi @coreit

If you had 3 separate trunks you could reformat the inbound caller ID so it adds the correct prefix to the trunk based on what trunk the call came in from. With one trunk I am afraid that is not possible.
I cannot think of anything else that would help you in this situation unfortunately.