Client outgoing caller id is showing blank

[dblum]

One of the end users when they call out it is showing a blank caller id and not sure what to do? All other users in the organization show a caller id except this one extension. I have made sure there are no *9 or other numbers prepending outgoing calls and his extension shows an outgoing caller id. Any thoughts? thank you

 

[leejor]

What caller ID shows when the other extensions call, DID number, or "main" number?
Have you put the outgoing caller ID in each of the extension settings, is that where 3CX is normally getting it from? What type of sets are you using? Are they all the same, working, and the one not working?

 

[dblum]

What caller ID shows when the other extensions call, DID number, or "main" number?
Have you put the outgoing caller ID in each of the extension settings, is that where 3CX is normally getting it from? What type of sets are you using? Are they all the same, working, and the one not working?

Main office number, I have all extensions set to this and they are all using the same and just one extension is not displaying it.

 

[leejor]

I'm wondering if there is an invalid CID entry, either in the set, or in the extension settings, that causes your provider to not send any number.

 

[dblum]

It is the same CID for all users, when you refer to the "set" are you talking about the physical phone? I can manually reset it if you think it will make a difference. thank you

 

[leejor]

It all depends on the device, and how it was originally set up. I've seen manually provisioned sets, where caller Id was inadvertently put into a field. That field was overriding any and all caller ID that was added by 3CX. It's rare but can happen. If your provider rejects what you are sending, on that call, they might remove it completely. I'm not saying that is what is happening, but it could be.

Obviously if all of the other sets are working as expected, then it must be something to do with the one particular extension settings, or the set.

Can you easily provision another device with the same extension number, and test that? If the issue persists then I would concentrate on the extension settings within 3CX, all else being equal (all extensions, routing outbound calls, the same way).

 

[ChrisC_3CX]

As a test, you could try the following to help narrow it down.

Go into Outbound Rules and locate the Outbound Rule that is matched for outbound calls of that extension. Edit the Outbound Caller ID of the route and set it to the preferred Caller ID. Make the same call and let us know if it appears.

Note: The Outbound Caller ID set on the Outbound Rule should override all other Outbound Caller ID settings.