Solved Customise Caller ID Name field within call flow.

[NicholasBarnes]

We have a customer who needs to be able to change the way caller ID name is displayed on their handsets.

For the purposes of this explanation, I am using "<CALLERIDNAME>" to refer to the Caller ID Name and "<CALLERIDNUMBER>" to refer to the Caller ID Number.

At the moment, a number has the inbound rule named 'Main Number' with a target as an IVR named 'MainMenu' and abandoned calls are sent to a queue, 'Overflow'. For these calls, <CALLERIDNAME> shows, for example:

"Overflow:0712345678:Main Number 0712345678"

i.e. "<Queue name>:<CALLERIDNUMBER>:<Inbound rule name> <CALLERIDNUMBER>"

The first question is, why is <CALLERIDNUMBER> duplicated within <CALLERIDNAME> and is there any way of removing one or both of these?

The second question is, ideally we would like to see <CALLERIDNAME> in the format:

"<Inbound Rule Name>:<Queue Name>:<CALLERIDNUMBER>"

and is this possible?

Or even, can we remove <CALLERIDNUMBER> from <CALLERIDNAME> completely?

I have played with the 'PREPENDNAMETOCID' parameter which does move things around, but still doesn't give me the flexibility I need.

Nicholas.

 

[ChrisC_3CX]

The first question is, why is <CALLERIDNUMBER> duplicated within <CALLERIDNAME> and is there any way of removing one or both of these?

The Prepend/Append to CID feature will prepend/append the names to the "From: Display Name" field. This means that, if the call came in with the "From: Display Name field" and the "From: User Part" BOTH carrying the caller's number, you will still see the Caller number twice. It may even be that the SIP Provider is actually sending it once and the SIP Trunk on your PBX is configured in a way that could cause this. To check this, go into SIP Trunks, edit the SIP Trunk, go into Inbound Parameters and check if the CallerName and CallerNum are both perhaps set to use the "From: User Part" parameter. If yes, try switching CallerName to "From: Display Name".

The second question is, ideally we would like to see <CALLERIDNAME> in the format:

"<Inbound Rule Name>:<Queue Name>:<CALLERIDNUMBER>"

This would just be the value carried in the "From: Display Name". The endpoint receiving the call will still have to show the "From: User Part" too so this is most likely not possible. Which endpoint are you using, is it the 3CX Webclient, Windows App, IP Phone etc?

Or even, can we remove <CALLERIDNUMBER> from <CALLERIDNAME> completely?

Unless the call is sent this way by the SIP Provider, this might be possible as per above.

I have played with the 'PREPENDNAMETOCID' parameter which does move things around, but still doesn't give me the flexibility I need.

I strongly recommend you do not modify any 3CX parameters whatsoever as it will render the 3CX PBX config unsupported and inevitably cause issues. This behavior can and must only be manipulated from within the "Advanced >> Contacts >> Options" section.

 

[NicholasBarnes]

Thank you for the response, @ChrisC_3CX, and the clarification - that's helped resolve the problem.

 

[ChrisC_3CX]

You're very welcome! Glad I could help!

Please feel free to start a new thread should you need anything else!