Configure a phone button to set outbound line and outbound CID?

[Timmmeh]

We have a specific contract with Client X that requires our managed services help desk to call outbound as Client X. We therefore need to be able to specify this for certain calls so that the customer we call believes that we're calling from Client X.

I assume that we need to do something with lines, a BLF key, and maybe outbound rules? What is the rough approach to this so that I can research the specifics of how to configure this please?

Apologies for the lack of correct terminology for this, I'm learning.

Thanks.

 

[pmterp]

Hello,
Its been a bit since I've done this so there may be an easier way now.
Create a separate SIP Trunk called "Client X Trunk" that uses Client X's phone number as the outgoing caller ID number.
Create an Outbound Rule with something like

"Calls to numbers starting with prefix" = 111
Route 1 "Client X Trunk" | Strip Digits = 3​

Now, dial 111 before the customer's number and it will be routed through the "Client X Trunk".
Depending on the phone, you may even be able to set a DSS key called "Client X" that prefix's 111 to simplify the process.

 

[YiannisH_3CX]

Hello @Timmmeh

The easiest way to do this is by using a separate trunk as mentioned. Set the outbound caller ID of that trunk to the clients caller ID and create an outbound rule with a prefix so that you can select which trunk the call should go out from.
What you need however is a provider who supports sending an outbound caller ID that it isn't your own as not all do.

 

[pmterp]

Is there an Outbound Parameter of the trunk used to override the caller ID set at the extension level? Or does this only work if the extension level caller ID is not used?
Assuming the trunk provider does allow this.

Found it. Apparently the field may vary depending on the SIP Trunk provider.
In my case, it was the "Remote Party ID - Calling Party : User Part" field.

 

[YiannisH_3CX]

Is there an Outbound Parameter of the trunk used to override the caller ID set at the extension level? Or does this only work if the extension level caller ID is not used?
Assuming the trunk provider does allow this.

If in a specific Outbound parameter the option "OutboundCallerID taken from extension settings" is used then the PBX will use that as outbound caller Id. If that is not present the PBX will look into the trunk settings / Caller ID for a configured caller ID and if that is also not present the main trunk number will be sent.
To have the PBX send something else then a different outbound parameter must be selected. For example the option "LineID" Internal number of line will always send the main trunk number.
You can also set a custom parameter

 

[Timmmeh]

@YiannisH_3CX and @pmterp : Thanks both, that's great. I'll go away and try this. I believe we have a couple of trunks we can use for testing this. Many thanks for the swift response.

 

[leejor]

If this requirement is limited to one, or two customers, then a separate outbound rule could be created just for their number, then route out over a different trunk group, then a special prefix would not be required. A separate line key, on a set could also be set-up, to send the required caller ID when used.

 

[YiannisH_3CX]

Thanks both, that's great. I'll go away and try this. I believe we have a couple of trunks we can use for testing this. Many thanks for the swift response.

Glad we could assist. Let us know if further assistance is required

 

[VoIPTools]

As everyone has mentioned, using a dedicated trunk is a good solution if you only have one Client X. But it you have several, this approach doesn't scale very well. As an alternative, you might consider taking a look at our 3CX add-on "3CX Caller ID". This add-on allows you to select from a predefined list of caller IDs to use when making one or more outbound calls.