Solved Calls forwarded to mobile are not displayed as they should

[SVanBC]

Hello,

I recently installed my first PBX across the border (France).
All calls are routed and displayed as they should on the deskphones.

However, when a call is not being answered within 20 seconds, it should be forwarded to a mobile phone number. The problem is that the transfered call is not displayed correctly on the mobile phone. For example: when a Belgian user calls, the call will be displayed as: 0033 32 11 22 33 44 instead of 0032 11 22 33 44 on the mobile phone. One thing I noticed is that iPhones display it as 0033 32 11 22 33 44 and Android displays it as 032 11 22 33 44 - probably due to dial assist. Redialing a missed call on the mobile phone will call back to a wrong French number. It appears that the dial code of France is being added when transfered out of the PBX.

I don't have any formatting configured on the SIP trunk - no inbound or outbound patterns.
I've configured the Default Caller ID as a French national number on the trunk: 03 74 95 XX XX
Trunk template is set to the default values of the template - Unyc confirmed that no settings should be changed on the outbound parameter tab.
Incoming international call (Belgium) appear to be OK in the call log:


E164 formatting looks like:


Does anyone has any idea where I might missed a spot? I can't seem to find it at this moment.

Thanks in advance!

 

[JohnS_3CX]

Hi SVanBC

Run a capture to see how the PBX sends the number to the provider in the invite.

If you know what the PBX sends then you can compare that with what the mobile phone shows as caller ID

 

[SVanBC]

Thanks for the fast reply. I had a look in the activity log first and noticed following:
11/05/2019 2:48:14 PM - [CM503003]: Call(C:201): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 10.140.0.175:5060
Not sure if this can be ignored? The deskphone does ring and calls are forwarded to the mobile.

When I ran the capture I noticed following invite event, when the call is forwarded from the PBX to the mobile phone:

89 6.613413 10.1.40.2 185.163.212.XX SIP/SDP 947 Request: INVITE sip:07626
From: "03749520XX"<sip:[email protected]>;tag=df7a994e

 

[JohnS_3CX]

can you share a screenshot of the outbound parameters page of the trunk?

 

[leejor]

From: "03749520XX"<sip:[email protected]>;tag=df7a994e
View attachment 13014

So...is the caller ID, of the originator, the number in quotes? If so, then it would appear that there is no country code prefix being sent. You can confirm with your provider as to how they handle the sent caller ID. If that is the case, and this seems to involve calls crossing a border, then providers, both the VoIP provider, and the mobile provider(s) may be making assumptions about the origination of the calls, and adding, what they think is the correct country code. Can't explain why iPhones and Android behave differently, but there have been posts about the two handling caller names differently, in the past.
What happens if, rather than sending the calls to a mobile, you send to a landline phone with call display, one in France and one in Belgium, what numbers show?

 

[SVanBC]

 

[JohnS_3CX]

From: Display Name value is currently set to "Leave default"

The system will pass on whatever the original caller's From: Display Name field was when the original invite came in so if the provider sends it in a format that is wrong then it could explain the situation.

You could try to change this one value to "Originator Caller ID" and test it again

 

[SVanBC]

From: Display Name value is currently set to "Leave default"

The system will pass on whatever the original caller's From: Display Name field was when the original invite came in so if the provider sends it in a format that is wrong then it could explain the situation.

You could try to change this one value to "Originator Caller ID" and test it again

Thanks, I just tried this but the call is still displayed as: 33 32 11 36 05 25 on the mobile phone.

 

[SVanBC]

So...is the caller ID, of the originator, the number in quotes? If so, then it would appear that there is no country code prefix being sent. You can confirm with your provider as to how they handle the sent caller ID. If that is the case, and this seems to involve calls crossing a border, then providers, both the VoIP provider, and the mobile provider(s) may be making assumptions about the origination of the calls, and adding, what they think is the correct country code. Can't explain why iPhones and Android behave differently, but there have been posts about the two handling caller names differently, in the past.
What happens if, rather than sending the calls to a mobile, you send to a landline phone with call display, one in France and one in Belgium, what numbers show?

Thanks for the reply. The caller ID in quotes is a DID on the PBX, so it's on the receiving side.
The <Sip: +3211360525@...> is the orginator. This is the call that dials the "03749520XX" number and eventually gets transfered to the mobile phone. At this point the mobile phone displays the number incorrect.

 

[leejor]

You would have to confirm exactly what you are sending (Wireshark?), and if the country code has changed when it reaches the destination, then your only option is to see if your trunk provider is doing any digit manipulation.Have the Wireshark data available if requested. If they say they are passing on the number "as-is", then it is the far end provider (or an intermediate carrier) that is changing the country prefix, assuming (incorrectly), from which country the call originates. I doubt that you will have much luck in getting them to "correct" this, as the county code may be applied based on criteria that cannot be changed, such as the incoming trunk group, at the terminating end.

 

[SVanBC]

Oof... I had a chat with them and asked them (Trunk provider) if they did any manipulation of the number. They told me they did not and that it was some kind of setting on the PBX.
Weirdly, when I enter my Belgian mobile number to get transfered to, I see the phone nr. correctly.

 

[SVanBC]

I had a closer look at the invite header, but it appears to be fine; the only thing that bothers me is that it says "from: DID on PBX <sip: <DID from caller>>

I can see that at the E.164 numbering the caller numbering is displayed correctly (BE). It appears that something prefixes a "0" or "0033" when arriving at the mobile phone.

I'll try to check with a local 3CX supplier.

 

[JohnS_3CX]

It prefixes only on the iPhone? Can you put its sim card in an android for example and try again just to make sure if its the mobile OS that makes the difference?

 

[SVanBC]

I think the iPhone does this because it recognizes 032 11 36 05 25 as a French number and therefor showing (33) 32 11 36 05 25. Stripping away a leading 0 to prefix the landcode. The Android does not, as just shows 032 11 36 05 25, not stripping away the 0 and not adding the landcode. In the end, it looks like the outcome is identical.

Calling back to a missed call on the mobile phones (iphone/android) will eventually lead my call to a French landline number (03211360525) and not the effective caller (+3211360525 or 003211360525).

 

[leejor]

Don't use an iPhone myself, so I can't speak from experience, but, doing some reading I have found posts talking about an option called Dial assist, or International assist, that you may want to try turning off, as a test.

https://www.iphonelife.com/content/how-to-turn-dial-assist-iphone

 

[SVanBC]

Thanks but it does not appear to be a mobile phone problem either.
I continued troubleshooting this issue and found out the following:

1. I call with my number +3211360525 to an extension on the customer PBX.
2. Call is displayed correctly on the phone (+3211360525)

3 A)When this call is transfered INTERNALLY to another extension (by ext. number) the call is displayed CORRECTLY at the other phone: +3211360525
3 B) When this call is transfered EXTERNALLY (eg: the DID of another extension) the call gets prepended with 0033/+32 and is displayed INCORRECTLY: 00333211360525

The trunk provider told me that they do not tamper with the call in any way and tell me it's some setting on the PBX.

I tried setting outbound rule on the SIP trunk to replace a '+' with '00' but alas.

 

[JohnS_3CX]

These are all different call legs, can you grab a capture that shows the part 3B) ?

 

[SVanBC]

Sorry for the late reply.

The solution:
I created a 3CX ticket, they did some tests but noticed that the settings of the PBX were fine. They suggested me to go back to the trunk provider, although that the trunk provider told me that they did not do any kind of manipulation and that this was a PBX setting. I ended up creating a new ticket at the trunk provider, this time they told me they made a change on their side, resolving the issue...

Too bad this had to take so long, and cost so much money (ticket and testing...).

Thanks for the replies!

 

[JohnS_3CX]

I'm glad to hear it was resolved, thanks for updating the thread.