Choose from multiple outgoing caller numbers

[SvenS]

Hi everyone,

I am trying to figure out if it's possible to 'choose' which outgoing number is shown.

We have several call queues for different products/customers. We already have the incoming part configured correctly. If Customer A calls the number for Product A it gets sorted into queue A correctly and Customer A can also call in regards of Product B or C and the call will be forwarded correctly.

Our hotline employees are getting all calls from the different queues so that we can't change the outgoing number in the employee extension. When we call our customers back we want to choose if the number from queue A, B, C is shown instead of our global outgoing number or the number which is configured in the employee extension.

I've already searched the forum and found a possible solution by creating multiple trunks with their corresponding outbound number and rules. The question i now have is the following: we only have one trunk with our telecommunication provider, can we still configure multiple trunks in 3cx while using the same authentication options for all 'virtual' trunks?

Best regards
Sven

 

[Alphabetic]

latest update includes the option to create an outbound rule which specifies a caller ID. No need for multiple trunks anymore.

 

[Alphabetic]

*I did typo on the 3rd line.

 

[SvenS]

So i create a additional outbound rule which apply to calls starting with a prefix for example 9 and set route 1 to strip the first digit and set the outgoing caller ID to the telefon number which should be shown?

 

[Alphabetic]

Correct.

The rule should be above others.

If the call fails then you should look at what 3CX is sending when starting up a call / SIP provider allows you to send another number.

 

[SvenS]

Thank you very much. I will try this as soon as im back in office

 

[VoIPTools]

As SvenS mentioned, this is a new feature introduced with 3CX V16 Update 7. But let us review all the options for controlling the outbound caller ID. The ID can be set via:

• Emergency numbers
• Outbound Rules
• Extension
• Trunks

This new outbound rule feature makes it much easier to control your caller ID PROVIDED you only have a small number of DIDs to choose from. Typically you would prefix the phone number dialed with a code. For example: 77771234567890 where 7777 is the code used to match the desired outbound rule. These extra digits are stripped by the rule prior to initiating the call.

There are a couple of challenges with this approach, however. This requires your staff remember which code is associated with the desired caller ID. Also, there is a feasible limit to the number rules you want to maintain if you have a large number of DIDs. Finally, do you want call center managers manipulating/creating outbound rules? If these challenges are a concern for you, I encourage you to take a look at our 3CX Caller ID tool.

Our tool allows managers to define an unlimited number of caller IDs. You can give the DID a name like "California, Sacramento" or "ABC Plumbing" so people do not have to memorize lots of phone numbers or codes. The agent selects the desired Caller ID from a web interface, and their extension is temporarily updated with the correct caller ID. You can even restrict which caller IDs are presented to the agent based on group membership.

The ability to change your caller ID via outbound rule is a welcome enhancement that will make it far easier for many 3CX customers, but when you have a large number of caller IDs that need to be used, our tool makes a challenging task simple.