Inbound Caller-ID Formating.

[Aydan]

Hello,

So we have a customer who would like us to edit the CallerID display on the screens. Currently, it shows `CallerID,IVRName,RingGroupName.

Is it possible to edit it to be `IVRName,RingGroup,CallerID`?

Looking forward to hearing your thoughts,

Aydan

 

[GeorgeP_3CX]

Hi @Aydan,

Please go to Management Console >> Advanced >> Contacts >> Options and you will see an option "Add Group, Queue or DID/DDI Names to Caller ID".

Based on your description, the option that is configured will be 'Append Name'. Change to 'Prepend name' and let us know if this is what you are looking for.

 

[Aydan]

Hello @GeorgeP_3CX,

I shall give that a go

Aydan

 

[Aydan]

Hello @GeorgeP_3CX,

Good news that looks to be good enough for the customer

Thanks,

Aydan

 

[JustinB-PedEnt]

I was about to post a similar question but will instead add it here as it seems related. In my experience the Queue name will only get prepended to the CID for external calls. Is there a way to have it prepend for internal calls as well?
Occasionally our own staff place calls to department queues and the callees believe they are being directly dialed rather than receiving a queue call.

 

[leejor]

What type of set are you using? Perhaps because the call is internal, the set directory is being used to match the number.

https://www.3cx.com/community/threa...ue-name-when-the-call-is-made-internal.80793/

https://www.3cx.com/community/threads/call-queues-displayed-on-yealink-t48s.45523/

 

[JustinB-PedEnt]

Thank you @leejor, that seems to be what I was looking for. We're using Yealink T42 and T46 sets. I'm afraid if I turn off the phone book matching the calls would just show as the extension number instead of the staff name, but that should be easy enough to test.

Update: That did the trick and turning off the Directory matching (Yealink UI > Directory> Incoming/Outgoing Call Lookup) resulted in the caller ID behaving exactly how we wanted it to for an internal call, i.e. "Scheduling:John Smith"

 

[Guillaume Bourgeois]

I was about to post a similar question but will instead add it here as it seems related. In my experience the Queue name will only get prepended to the CID for external calls. Is there a way to have it prepend for internal calls as well?
Occasionally our own staff place calls to department queues and the callees believe they are being directly dialed rather than receiving a queue call.

Thank you @leejor, that seems to be what I was looking for. We're using Yealink T42 and T46 sets. I'm afraid if I turn off the phone book matching the calls would just show as the extension number instead of the staff name, but that should be easy enough to test.

Update: That did the trick and turning off the Directory matching (Yealink UI > Directory> Incoming/Outgoing Call Lookup) resulted in the caller ID behaving exactly how we wanted it to for an internal call, i.e. "Scheduling:John Smith"

Thank you for sharing your test result.

I therefore deduce that during outgoing calls to an internal extension, the name of the extension called is not displayed on the display of the caller's phone. And it is not possible to use the directory to find a colleague. It's a small weakness for the benefit it brings.

 

[JustinB-PedEnt]

@G.BOURGEOIS You make an interesting point and I did some further testing.
With these phones, when placing an outgoing call to an internal extension, the callee's name has never showed up on the caller's phone for us - only the extension. This behavior stays the same whether the Call Lookup setting is enabled or disabled.

However, the "3CX PBook" button continues to function normally and allows looking up other extensions in the directory. We personally use the 3CX desktop app for looking up extensions, but it's good to know the functionality remains.