Caller ID not passing to mobile correctly

[RyanICX]

Hello, we recently ran into an issue after needing to rebuild one of our customer's trunks where caller id information is not passing to a user's cell phone when a call comes into an extension that is always setup to forward to a cell phone. I have ensured the Caller ID Control options on the trunk has the following set:

From : Display Name - "CallerName" caller's name (default: From->display name)
Remote Party ID - Calling Party : Display Name - "OriginatorCallerID" Original Caller number will be sent
P-Asserted Identity : Display Name - "OriginatorCallerID" Original Caller number will be sent

Caller ID works fine on inbound calls to their desk phones but whenever a call gets forwarded to a user's extension that has forwarding to a cell phone setup, it displays the customer's main number as the caller ID, not the caller's. Any guidance would be much appreciated.

 

[BrunoI_3CX]

Hello @RyanICX

Could you please confirm which SIP Trunk provider you are currently using and whether the trunk has been configured using the default system template or a custom/modified template?

Additionally, please confirm with your SIP Trunk provider whether CLIP No Screening is supported and enabled for your trunk. This feature is required when presenting an outbound Caller ID that differs from the numbers assigned to the trunk, such as when forwarding an inbound call to an externa number while preserving the original caller's Caller ID.

If CLIP No Screening is supported and enabled, a good next troubleshooting step would be to start a packet capture on the system and reproduce the issue. This will allow you to review the outbound INVITE sent to the provider when the call is forwarded and confirm which Caller ID information is being presented.