CallerID for extensions set correct but not working

[ixna]

We've had our locally hosted copy of 3cx working for a number of years now. Extension caller id has been working correctly most of the time.
However on occasion I've had the problem that some extensions callerID settings are not applied. When the call goes through their number shows up as unknown or anonymous.

To fix the problem I go into the extensions settings change the callerID number to something else and save it and then put the old number back and save it again. After this the callerid works as it should. This particularly became a problem after the v16 to v18 update that I've had a number of people complain about this problem.

Anyone got any ideas on how to fix this?

 

[leejor]

This is the first time that I can recall this particular, intermittent issue, coming up. Have you confirmed, in the Activity Log, that 3CX was not sending a caller ID on some of these calls?

I'm suspicious that it may be an issue with your provider, or, the use of a particular carrier beyond them, that is having issues passing on caller ID. Many providers will simply apply your main, or billing number if you do not send a caller ID, or in some cases block the call.

I would first confirm whether 3CX was, or was not sending caller ID, and if it was, in each case, then get your provider involved.

 

[ixna]

This is the first time that I can recall this particular, intermittent issue, coming up. Have you confirmed, in the Activity Log, that 3CX was not sending a caller ID on some of these calls?

I'm suspicious that it may be an issue with your provider, or, the use of a particular carrier beyond them, that is having issues passing on caller ID. Many providers will simply apply your main, or billing number if you do not send a caller ID, or in some cases block the call.

I would first confirm whether 3CX was, or was not sending caller ID, and if it was, in each case, then get your provider involved.

I'll see if I can find a user still having this problem and check the logs again. I cant recall there being anything useful in the logs.

It still seems silly that simply re-applying the same callerID setting in the User settings fixes the problem...

 

[leejor]

Or could it be that the next few outgoing calls took a different routing, from your provider to the destination?

The log will show (Verbose setting), if there is outbound caller ID, and what it is.

 

[ixna]

Or could it be that the next few outgoing calls took a different routing, from your provider to the destination?

The log will show (Verbose setting), if there is outbound caller ID, and what it is.

Very possible that there is a different call route. However once the callerID stops working the only thing that fixes it is re-applying the callerid in the user settings. Rebooting the server doesnt fix it either.

 

[leejor]

I would check the Activity Log and compare a non-working call with a working one, and see if there is a difference in the caller ID being sent, for each call.