Solved Inbound Caller ID

[c.keen]

Our SIP provider is providing us with a Toll Free service for our 1-800 numbers via DNIS. Whats happening is when someone calls our Toll Free service (1800 number), the SIP Provider is appending 5 zeros to the front of the number and sending it to our 3CX system. They are saying that our PBX needs to strip those 5 zeros

Example: 00000xxx-xxx-xxxx

How do I strip those incoming digits in our 3CX system so it routes to the appropriate location? Is this handled by Caller-ID Reformatting on the SIP Trunk in 3CX? If so, wouldn't that effect all calls?

 

[YiannisH_3CX]

Hello @c.keen

Please note that Caller ID reformatting applies for the caller ID not the called number. If the provider appends 5 zeros to your DIDs then you need to add your DIDs with 5 zeros or append "*" to your DIDs to force the PBX to ignore the zeros

 

[c.keen]

I tried both adding the "*" to the DID and adding the zeros to the DID but they were saying that the calls still didn't make it through.

 

[YiannisH_3CX]

Have you checked the Activity log of the PBX? Do you see records of the calls coming in? If not then you will need to run a wireshark capture and see what is arriving at the PBX and how the number is formatted so you can apply the necessary changes.

 

[c.keen]

I don't see any calls in the activity logs so I will need to run a capture. I'll give that a shot. Thanks

 

[c.keen]

Thanks for the help YiannisH. After running a capture we figured out that the SIP provider was sending a different phone number for testing purposes and our PBX was blocking it. Once they sent the correct number to us, the call came through as it was supposed to.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.