Dynamic Caller ID / CallerID proximity matching

[hyperscale]

Hi.

It's not uncommon to come across customers running call centers looking to use this Dynamic Caller ID
technique to adapt the Caller ID showing on the called party display based on the dialed number.
This is done in order to give the callee a sentiment of "proximity" from who's calling.

Anyone doing this with 3CX at this time ?

 

[leejor]

Could you give an example of the changes, to the callers number based on the number (DID), they dialled? If a caller number is displayed on its "full" format, (+XX xxx xxxxxxxx, country code/number), which can be done with caller ID formatting, what more would you want? Is the country code not sent by your provder? Is that what is missing?

 

[hyperscale]

Here's an example:

A call center running 3CX is located in Chicago and the outbound callerID for external calls is statically defined in the 3CX SIP trunk outbound parameters ("From DisplayName", etc...). It means every outbound call made by an agent will display this Chicago DID to the callee. This satisfies the requirement when an agent calls a customer in the Chicago area.

Now, if the agent places another call to NYC, the number displayed should be changed to a NYC DID (which the call center has previously acquired; this is not number spoofing).

This cannot be achieved on a stock 3CX at the moment but I'm interested to know if others have done this, one way or another.

Thank you

 

[leejor]

Ah, I was think that it was inbound caller ID. There was supposed to be a change to the way outbound caller Id could be manipulated. See...

https://www.3cx.com/community/threads/ability-to-set-a-caller-id-for-outbound-calls.42840/

 

[hyperscale]

OK thanks for the link. Looks like it is badly requested!
On last page we can read there is hope to see this soon. Hopefully in next v16 SP.

Now I'm very curious to know what is the approach that 3CX is taking to solve this.

 

[leejor]

It has been talked about for a while now, It is probably not the easierst to implement, as everyone has an idea of what they want to be able to do.Dial a code, assign a caller ID based on trunk group, particular extension using that trunk group, prefix dialled 9country code), etc. However it is done, is not going to satisfy everyone and will probably require ongoing modifications.