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.

 

[RyanICX]

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.

Our SIP trunk provider is not in the list of providers available therefore we have experimented with different provider templates to see which works best. We found that the Generic SIP Provider one does not work well, especially with inbound CID and have mostly standardized on CallCentric (even though that is not the provider we use). I will run a packet capture and perform a test call to one of the cell forwarded extensions and see what it comes back with, thank you.

 

[Alphabetic]

Our SIP trunk provider is not in the list of providers available therefore we have experimented with different provider templates to see which works best. We found that the Generic SIP Provider one does not work well, especially with inbound CID and have mostly standardized on CallCentric (even though that is not the provider we use). I will run a packet capture and perform a test call to one of the cell forwarded extensions and see what it comes back with, thank you.

Have you confirmed this before you go down the rabbit hole?

please confirm with your SIP Trunk provider whether CLIP No Screening is supported and enabled for your trunk

 

[RyanICX]

Have you confirmed this before you go down the rabbit hole?

I have, the provider has confirmed CLIP no screening is supported and they also confirmed the SIP INVITE messages were sent properly:
"All the CLI-related headers contained 10000000000" (the zeros are my cell number I tested with, just so I don't have to give it out here )

From: "RYAN SPAULDING " <sip:[email protected]>;tag=52DOJTBL7H7LR2X7LUUQ____.o
P-Asserted-Identity: "RYAN SPAULDING " <sip:[email protected]>
Remote-Party-ID: "RYAN SPAULDING " <sip:[email protected]>;party=calling

 

[RyanICX]

I have, the provider has confirmed CLIP no screening is supported and they also confirmed the SIP INVITE messages were sent properly:
"All the CLI-related headers contained 10000000000" (the zeros are my cell number I tested with, just so I don't have to give it out here )

From: "RYAN SPAULDING " <sip:[email protected]>;tag=52DOJTBL7H7LR2X7LUUQ____.o
P-Asserted-Identity: "RYAN SPAULDING " <sip:[email protected]>
Remote-Party-ID: "RYAN SPAULDING " <sip:[email protected]>;party=calling

I was able to run a packet capture while performing 2 test calls which showed the issue occurring. Our provider has reviewed the capture and confirmed something in the 3CX server is modifying the CID information. Is there anyone from 3CX I can provide this PCAP to or do I need to open a ticket with support at this point?

 

[NikolasA_3CX]

I was able to run a packet capture while performing 2 test calls which showed the issue occurring. Our provider has reviewed the capture and confirmed something in the 3CX server is modifying the CID information. Is there anyone from 3CX I can provide this PCAP to or do I need to open a ticket with support at this point?

To provide pcap analysis and support, you will need to raise a support ticket.

 

[YiannisH_3CX]

If you used the Callcentric template unchanged then that might be your issue. The template is configured to always send the AuthID of the trunk in the From header which might explain your issue.
What you need to do is ask your provider in what SIP header do they want to see the originators caller ID in and once you have that information adjust the template accordingly.