incoming number is losing international format

[VSC]

If an incoming call comes over a certain trunk the caller id is losing its international format. In the call history from our ISP the number ist still shown in international format e.g. +49 40 .... But if I look at the same record in the 3cx call log the number look like 040 ... . There is nowhere any rule the reformats caller ids.

This is causing problems, as we can't just click on that number if the person who is calling back sits in another country.

Any ideas? Thanks!

 

[leejor]

To be clear, the caller ID is showing correctly on calls from all trunks, or it is different on calls over one trunk?

In the call history from our ISP the number ist still shown in international format e.g. +49 40

Are you saying that the ISP record, and what they are sending you, as caller ID, are different? If that is the case, then you could ask your provider if they can allow the full number to be sent,. If that is not possible, then you could reformat the caller ID, on that one trunk.

https://www.3cx.com/docs/cid-reformatting/

However, reformatting is not going to work if the country code from all numbers is being removed. If it is being removed only from national numbers (numbers within your country), then you can re-add it.

 

[VSC]

Hi @leejor, thanks for your feedback.

We're having in the first country one trunk and one ISP and in a second country another trunk and ISP. The first trunk/ISP is causing the problems, the second is working fine. On the first trunk behaviour is like this: If the incoming call is a national call then the caller id is losing the international format, but if the incoming call is an international call the caller id keeps the international format.

Above behaviour is only visible in the 3cx call log. If I look into our ISPs management console all incoming numbers are shown in international format. So I am not sure when exactly the caller ids aber changing their format, but it must be somewhere beetween ISP and 3CX.

 

[leejor]

If the provider is removing the international prefix on calls from within your country, and you you can confirm this in the 3CX Activity Log, then you can add this back using the Caller ID reformatting. You would have to specify, in the rule(s) you create, to not change numbers, from outside the country.

 

[VSC]

Thanks again. I now applied two rules for incoming calls on that trunk:
1.) 00(.*) to +\1
2.) 0(.*) to +49\1

Looks like it works, hopefully for each possible scenario ;-)