Solved Inbound Calls For Multiple Trunks To The Same IP

[Mwamba]

We have a client whereby each person calls makes and receives calls using their individual DID. We have been able to achieve this using the Outbound Caller ID setting in the extension and the From User part setting in the Outbound Parameters in the trunk.

There are some instances whereby some users need to call out using a different caller ID e.g. for customer service calls we need to call out with the pilot number so that when customers call back they are routed to the queue. I set up a different trunk to the same IP (the SIP trunk is IP based) with the outbound parameters set to the appropriate outbound caller ID. There is then an outbound route with a prefix that users can choose to call out with desired outbound caller ID. This works perfectly for outbound users call out by default using their DID and when they need to use another outbound caller ID they use the prefix.

However, there is an issue for inbound calls. All the inbound DIDs are on the first trunk that uses the outbound CID for each extension but when an inbound call for any DID comes in, they are routed to the second trunk that does not have the DIDs. This means all inbound calls go to the operator extension.

We had tried giving access to the customer service reps to the management console for their extension so that they could change the outbound caller ID when needed but this was cumbersome and some were erroneously entering values for other extensions.

Can anyone assist me with the issue for inbound calls?

 

[VoIPTools]

Last time I tried, I was able to add the same DID on two trunks. Also, I encourage you to take a look at our 3CX Caller ID add-on. It was created specifically to make it simple for people to control their outbound caller ID.

 

[leejor]

Why is your provider now sending inbound calls over the new trunk and not the original one?

 

[YiannisH_3CX]

Hello @Mwamba

On the second trunk change the main trunk number to a random number so the same DID is not present on both trunks.
Then add the main trunk number as the trunks outbound caller ID under the Caller ID tab. This should send the correct number and force inbound calls to the first trunk

 

[cobaltit]

Why is your provider now sending inbound calls over the new trunk and not the original one?

The provider isn't doing anything. It's an IP authenticated trunk so the provider is simply sending the calls to an IP address. 3CX is matching to the wrong trunk

@Mwamba

You need to adjust the 'Call Source Identification' section of the Inbound Parameters tab to get 3CX to match the inbound calls to the correct trunk configuration.

 

[Mwamba]

Hello @Mwamba

On the second trunk change the main trunk number to a random number so the same DID is not present on both trunks.
Then add the main trunk number as the trunks outbound caller ID under the Caller ID tab. This should send the correct number and force inbound calls to the first trunk

The main trunk number for the second trunk is different from that of the first one. The first trunk has around 150 DIDs. The second one has only one DID yet all DIDs for the first trunk will match to the second trunk.

 

[Mwamba]

The provider isn't doing anything. It's an IP authenticated trunk so the provider is simply sending the calls to an IP address. 3CX is matching to the wrong trunk

@Mwamba

You need to adjust the 'Call Source Identification' section of the Inbound Parameters tab to get 3CX to match the inbound calls to the correct trunk configuration.

Thanks for the lead, I'll check and see if I can figure it out

 

[Mwamba]

Thanks @cobaltit enabling Call Source Identification on the first trunk as shown below fixed the issue:

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for the update