In our scenario, a customer call comes in and hits Agent A in the queue. That agent wants to then send the call to Agent B who is external to the organization. So Agent A then has the option to blind transfer, conference, or attended transfer the call to Agent B. In the case of blind transfer, the customer CID will show in the call to Agent B. However, in the case of conference or attended transfer, the caller ID shows as Agent A's caller ID.
When removing the caller ID from Agent A, the caller ID then shows as the outbound caller ID in the trunk settings. Remove that and the caller ID still shows as the outbound caller ID in the trunk settings.
SIP trunking is provided by Telnyx and Telnyx has no number set for caller ID's, they only take what's sent in the SIP headers. Specifically, they follow this order:
Which headers from the SIP INVITE can carry the Caller ID Number?
Below listed is the following SIP headers that are accepted for Caller ID, ordered by priority (1 highest and 4 lowest priority)
1. P-Preferred-Identity User
2. P-Asserted-Identity User
3. Remote-Party-Id User
4. FROM User
In the case that more than one header is provided the highest priority header is followed.
We are well aware of the outbound parameters in the SIP trunk settings and have tried changing every one to either "OriginatorCallerID" and "EnforcedOriginatorCallerID". Notwithstanding, the caller ID continues to persist as described above without any difference. Has anyone else encountered this issue? As the caller ID is necessary for call tracking purposes, it's critical that it pass correctly. Any help would be greatly appreciated.
When removing the caller ID from Agent A, the caller ID then shows as the outbound caller ID in the trunk settings. Remove that and the caller ID still shows as the outbound caller ID in the trunk settings.
SIP trunking is provided by Telnyx and Telnyx has no number set for caller ID's, they only take what's sent in the SIP headers. Specifically, they follow this order:
Which headers from the SIP INVITE can carry the Caller ID Number?
Below listed is the following SIP headers that are accepted for Caller ID, ordered by priority (1 highest and 4 lowest priority)
1. P-Preferred-Identity User
2. P-Asserted-Identity User
3. Remote-Party-Id User
4. FROM User
In the case that more than one header is provided the highest priority header is followed.
We are well aware of the outbound parameters in the SIP trunk settings and have tried changing every one to either "OriginatorCallerID" and "EnforcedOriginatorCallerID". Notwithstanding, the caller ID continues to persist as described above without any difference. Has anyone else encountered this issue? As the caller ID is necessary for call tracking purposes, it's critical that it pass correctly. Any help would be greatly appreciated.
