Extention outbound number not changing if I change (replace) it in extension settings

[Orderline]

Currently, I am using an enterprise licenced 3cx server with 1 trunk from Gamma UK and multiple DIDs.

All extensions are currently set with relevant CIDs and all working fine,

Now one of the staff has promoted to a different role in the company and I need to change the CID of the extension, I logged in to management console > Extensions > General > Outbound Caller ID > replaced the old with the new CID.

When I did the test call from the extension the other party is still seeing the old CID.

How do I change (replace) a CID of an extension from management console?

If I change it in extension settings will it take some time to reflect the change (Not realtime)?

Do I need to restart the services, Which service I need to restart to reflect the change?

 

[Evolute IT]

It could be due to the trunk being configured to ignore the user's CID.

It could be your provider that's blocking the CID you're trying to use.

Those changes are usually instant unless you're in the US, in which case then CID change is instant but not the CNAME (caller name.)

 

[Orderline]

It could be due to the trunk being configured to ignore the user's CID.

It could be your provider that's blocking the CID you're trying to use.

Those changes are usually instant unless you're in the US, in which case then CID change is instant but not the CNAME (caller name.)

Thanks for the reply,

I am using the same CID in other extensions in the same trunk so it cant be the provider blocking. If I change anything in extension CID that change is not getting the effect.
Is there any documentation explaining the outbound parameters in trunk like From: user part and From: Display part? Currently, it is set to “Original caller number will be sent” from the default for Gamma UK, I can see another setting “Outbound caller ID taken from extension settings in management console ” will changing this help?

 

[VasilisV_3CX]

Hello,

As @Frederick Marcoux mentioned, the update is instant. If you're on an active call it takes effect on the next call.

If you'd like to check if the CID went out to your provider correctly, you can check the logs.

On your Dashboard >> Activity Log >> Settings >> enable Verbose.

Make a call from the extension with updated CID, and refresh the Activity Log. You're looking for the invite from your PBX to your Provider. Check the From field for the updated CID. Note that the start of the request is at the bottom, with the end at the top. Is your CID showing correctly there?

 

[Orderline]

Hello,

As @Frederick Marcoux mentioned, the update is instant. If you're on an active call it takes effect on the next call.

If you'd like to check if the CID went out to your provider correctly, you can check the logs.

On your Dashboard >> Activity Log >> Settings >> enable Verbose.

Make a call from the extension with updated CID, and refresh the Activity Log. You're looking for the invite from your PBX to your Provider. Check the From field for the updated CID. Note that the start of the request is at the bottom, with the end at the top. Is your CID showing correctly there?

Hello,

Thanks for the reply,
From field is showing the old CID, not the new one.

What is confusing/ surprising is I tried the same in my own extension and it is changing without any issue but for that particular staff “ from:” field is the old CID not changing to new CID. We got only one Trunk and no outbound specific rules set.

Thanks

 

[VasilisV_3CX]

As a test can you put your staff member's CID on your extension and test if it is updating correctly?

 

[Orderline]

As a test can you put your staff member's CID on your extension and test if it is updating correctly?

Yes, I tried that and working fine.

 

[VasilisV_3CX]

Great, is the PBX running the latest version? If not, updating may resolve this.

If the PBX is up to date, deleting the extension and adding it as a new extension would be the fastest way to resolve this.

 

[leejor]

Could it, perhaps be, that the number is set in the device placing the call? That may override any other settings.

 

[Orderline]

Could it, perhaps be, that the number is set in the device placing the call? That may override any other settings.

We are using 3CX desktop app, Not sure if there is any setting in the app to override the CID.