Solved Incorrect Outbound Caller ID

[Paul Fouche]

So Strange one happening
We have a client where one of the extensions is showing the incorrect outbound caller ID.
Everyone else in the branch is producing the correct outbound ID
What we have done.

Checked outbound routing
Checked Outbound caller ID set to the extension
Removed Extension and Re-added
Reprovision phone.
Tested using the Softclient (then the Correct caller ID shows up)
Factory reset phone - Reprovision

Yet when that user makes an outbound call it shows up as the incorrect outbound caller ID
Any Ideas?

 

[cobaltit]

Always a good idea to state your 3CX version at a mininum, as well as your path out to the PSTN in this case as those could play into why your caller-id is not displaying as expected. And explanation of what incorrect means as well would help.

- Not sure what you mean by Outbound Routing. If you mean Outbound Rules there's no point checking there as you can't manipulate CID there. But if you mean to confirm which trunk it was going out you are on the right path although you didn't specifically say that.
- Extension level is good place to start
- Removing the extension and re-adding is probably unncessary but couldn't hurt
- Re-provisioning the phone typically would only reset changes made to the fields defined in the provisioning template and CID isn't typically defined in the phone and certainly wouldn't be one of the fields 3CX would provision.
- This is really interesting. Makes me think it is something specific in the phone since you can't set CID per device under the extension with-in 3CX.
- Factory reset and it still happens?

So more detail as to the make/model of the phone would help. But logically the only thing that makes sense is you didn't properly factory reset the phone and there is some field in the phone setting the caller-id. Calling out from the softphone tied to the same extension rules out any scenarios involving 3CX. Is this extension using a different phone/firmware than the rest of the phones?

 

[leejor]

What is the caller ID that is showing? Do you recognise the number? Is it related to the company in some way? Was it ever used? In other words...what is "incorrect"?

Answering those question may give you a clue as to where it came from?

 

[Paul Fouche]

Sorry for not being clear.

Checked which SIP trunk it goes out for sure.
The number displayed is indeed recognized it is one of the numbers owned by the company

Somehow the issue resolved after factory resetting the phone.
Deleting extension
Adding extension
and then assigning the phone once detected to an extension instead of using the provisioning link.

Thanks all

 

[YiannisH_3CX]

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