Clients Caller ID

[ecg_admin]

Our configuration involves call forwarding to an external phone, acting as a call center, for our client. Previously, caller ID information, (cell or landline), was successfully transmitted to the call center. However, we have recently encountered a problem where only the main caller ID(our DID) is being displayed, and the patient numbers are not being forwarded. Any suggestion

 

[Charles_3CX]

Regarding your question, which trunk are you using? Is this a supported trunk with 3cx or one configured with a generic template?

Are you using version 18 or v20, and have there been any changes made to the outbound parameters?

 

[leejor]

Something must have been changed, either at your end, or at your providers, for this to happen. Were there any upgrades done?

Do forwarded calls to other destinations behave the same way?

Could the calls be using a different trunk group now?

 

[ecg_admin]

Regarding your question, which trunk are you using? Is this a supported trunk with 3cx or one configured with a generic template?

Are you using version 18 or v20, and have there been any changes made to the outbound parameters?

v20 and trunk from voip.ms any changes

 

[ecg_admin]

Something must have been changed, either at your end, or at your providers, for this to happen. Were there any upgrades done?

Do forwarded calls to other destinations behave the same way?

Could the calls be using a different trunk group now?

Everything is the same. we install v20 no upgrade at all. Went my client is out he foward call from his DID to an external Phone

 

[leejor]

Did this begin happening after an upgrade to version 20, or was it working, for a while, after you upgraded?

...or did you not use version 18 at all?

 

[ecg_admin]

Did this begin happening after an upgrade to version 20, or was it working, for a while, after you upgraded?

...or did you not use version 18

I use hte v18 in the past but this installation is not an upgrade

 

[leejor]

It may be that one of the outbound trunk parameters that deals with caller ID is not set to OriginatorCallerID.
Depending on the provider, it may be in one of a number of parameters
Why it would stop working, with no updates, or changes, being applied, is beyond me.

This might be worth a read.... https://www.3cx.com/docs/sip-trunk-outbound-calls/

and... https://www.3cx.com/community/threads/caller-id-displayed-during-call-forwarding.81267/

If you do a search through the forum there may be some information on the parameter requirement for your particular provider.

 

[ecg_admin]

I check all on my end, 3cx support this : originate caller number while forwarding calls?

 

[leejor]

Have a read through this thread. Towards the end there is mention of different types of forwarding, and how that will affect the number sent. See if it applies to your scenario.

https://www.3cx.com/community/threads/caller-id-displayed-during-call-forwarding.81267/