Caller ID passthrough

[gtinet]

I have seen numerous posts/questions on this topic and I apologize in advance if this seems redundant or I have missed the answer. Unfortunately, I have not been able to solve my problem with any of the solutions offered. I am the SIP trunk provider. We use a Ribbon C15 (formerly Nortel and Genband). We are also a 3CX user for our office phone system.

When I manually transfer a call to an outside number (cell phone or land line) the originating Caller ID goes with the call as it should. I can also set the Outbound Caller ID on the SIP trunk to any series of numbers and that gets displayed as well. However, if I set my extension to automatically transfer to an outside number, or if Digital Receptionist is used, the Caller ID displayed is the number of the SIP trunk.

I currently have Remote Party ID-Calling Party-User Part set to "OriginatorCallerID" Original caller number will be sent. As suggested, I have also tried From : User Part set to “OriginatorCallerID” Original caller number will be sent, but that did not make any difference either way. I have tried every other combination of "OriginatorCallerID" Original caller number will be sent for various Outbound Parameters.

I don't see how there would be anything to change in the C15 because I already know Caller ID is getting sent through, and we have deployed on-premise SIP systems from ESI for customers and those trunks are passing Caller ID correctly.

Our problem seems be be specific to the 3CX, and only when a call is automatically transferred from an extension or goes through Digital Receptionist. We are on version 15.5.1694. It is licensed and provisioned for 16 simultaneous calls.

Please provide any suggestions and/or questions you may have that will point me in the right direction to resolve this.

Thanks,
Kevin

 

[craigreilly]

So these calls happen from a system extension rather than "a specific extension".
Do you have any restrictions on outbound rules and who (extensions) uses them?

 

[AWS2P]

Can you try for test only to tick Avanced option "Supports Re-Invite" in Trunk settings

 

[leejor]

Does the originators number show if you make use of the Ring My Mobile at the same time option in the extension settings?

If your provider does allow the originators number to be sent (some don't), then you must figure out which change is required in the outbound trunk settings. As evidenced in this thread, all providers don't work the same way... https://www.3cx.com/community/threa...-on-forwarded-calls-to-external-number.43528/

 

[gtinet]

Can you try for test only to tick Avanced option "Supports Re-Invite" in Trunk settings

Thank you for the suggestion but "Supports Re-Invite" did not make any difference.

 

[gtinet]

Does the originators number show if you make use of the Ring My Mobile at the same time option in the extension settings?

If your provider does allow the originators number to be sent (some don't), then you must figure out which change is required in the outbound trunk settings. As evidenced in this thread, all providers don't work the same way... https://www.3cx.com/community/threa...-on-forwarded-calls-to-external-number.43528/

Thank you for the response. The originators number shows correctly if I enable "Ring My Mobile". However, if I forward to my mobile, or any other number, it does not work.

I have verified that the provider (me) allows the originators number to be sent via manual transfer to outside number and now with "Ring My Mobile". It does not work if I forward the call though.

 

[gtinet]

So these calls happen from a system extension rather than "a specific extension".
Do you have any restrictions on outbound rules and who (extensions) uses them?

Hi Craig. I'll do my best to answer your question.

I have a Digital Receptionist set to answer the incoming call. Callers are presented with 4 options. If they press 1 they are sent to extension 701 which is set to forward to an outside number. 2 goes to 702 and is forwarded to a different outside number. And so on... The outgoing call goes back out on the same trunk. I'm not sure how else to get Digital Receptionist to transfer directly to an outside number, other than sending it through an extension. Could this be my problem, or is there a better way to do this?

Outbound rules are set so that certain extensions use certain trunks for outgoing calls. No other restrictions.

 

[leejor]

What I suspect is happening...because the call is forwarded, the forwarding number (main number in your case) is being sent.
Does the extension , doing the forwarding have a DID number datafilled in the extension options (external caller ID to be displayed)? If there is a number put in there, then I'm going to assume that that number will be sent. I seem to recall this situation happening previously, but, at the moment can't find the related post.

It may be that the number is simply not in the correct field, for your provider to make use of. You may want to check with them, and utilize Wireshark to examine the SIP messaging.. You say the the Ring My Mobile option works correctly...perhaps compare a forwarded call, with one of those calls. there are a number of caller ID options in the outgoing trunk settings. You might want to do some experimentation with those. Keep in mind that some changes can "break" all outgoing calls. Make note of the original settings before doing any changes.

 

[gtinet]

What I suspect is happening...because the call is forwarded, the forwarding number (main number in your case) is being sent.
Does the extension , doing the forwarding have a DID number datafilled in the extension options (external caller ID to be displayed)? If there is a number put in there, then I'm going to assume that that number will be sent. I seem to recall this situation happening previously, but, at the moment can't find the related post.

It may be that the number is simply not in the correct field, for your provider to make use of. You may want to check with them, and utilize Wireshark to examine the SIP messaging.. You say the the Ring My Mobile option works correctly...perhaps compare a forwarded call, with one of those calls. there are a number of caller ID options in the outgoing trunk settings. You might want to do some experimentation with those. Keep in mind that some changes can "break" all outgoing calls. Make note of the original settings before doing any changes.

There is no DID defined for the extension. BUT... things are working now?!?! The only settings I changed were the two things suggested in response to my post:

First, "Supports Re-Invite" was selected as suggested by AWS2P, and when it didn't make a difference I unchecked it.

Second, as you suggested, "Ring my mobile simultaneously" was selected. When I verified CID was getting passed correctly I un-selected it.

Since then CID has been getting passed with every call as expected. Nothing has changed in the providers switch. I know that for sure because I am the provider and I provision the C15. I will continue testing over the next few days to ensure it continues to work.

Thanks for you input.