Issue with CNAM carrier calls

[jcostlow]

Now that we have setup a few 3CX systems and all are using the same SIP trunk provider (Net2Phone) we are having issues getting CNAM on calls from one Net2Phone account to another.

I have made a ticket with Net2Phone and they are telling me that the PBX isn't sending CNAM information. After informing him that the PBX sends the number and relies on the carrier to pass inbound CNAM along they are still blaming the PBX (of course, usual carrier response)

Has anyone had success getting the carrier to acknowledge the problem in this case? inbound CNAM is being passed for all calls off the Net2Phone network.

 

[cobaltit]

They are correct. The same thing happens for us. Basically when you make on-net calls it's not doing a CNAM dip. So basically whatever you push out from 3CX should come through for on-net calls and will typically be stripped and replaced by a CNAM dip on the receiving end for off-net calls

 

[jcostlow]

Learned something new today. Just threw me for a loop since we didn't have that happen on older NEC system using a different provider (SoTel/Nuso)

Is it easier to try and send the CNAM or create contacts on our 3CX system for each customer? I will look over the admin pages again to see if I can find how to send the CNAM.

 

[cobaltit]

Basically just confirm with Net2Phone on what field they are looking for and populate that on the trunks. For us we instruct customers to change the 'From: Display Name" to 'Custom Field' and then change Custom Value to your desired CNAM. For sanity's sake I recommend match your published CNAM

 

[jcostlow]

Thank you for your help. I will contact Net2Phone and see what field they are wanting it in. Once I figure that out and make sure it is working I will update this post in case there are other Net2Phone partners or customers who need it going forward.

 

[jcostlow]

Net2Phone wasn't sure which field they wanted it so be sent on and told me to ask 3CX which field to use since they just pass the call along without changing the caller ID/CNAM.

I put a custom field in the "From: Display Name" you suggested on all our systems and the CNAM is working now.

Thank you again @cobaltit for your help. I will remember this going forward for new installs.

 

[cobaltit]

Net2Phone wasn't sure which field they wanted it so be sent on and told me to ask 3CX which field to use since they just pass the call along without changing the caller ID/CNAM.

Glad it's working but that is not a confidence inspiring response. If you have any other issues with Net2Phone I know a really good SIP trunking provider who also happens to know a thing or two about 3CX...

 

[jcostlow]

The only other issue we have had with them lately is the taxes and fees being so high. This has happened with other carriers as well but waiting to hear from them. One customer was upset when we quoted 16 trunks at $21.95/trunk and when they got the bill the taxes and fees were 40% of the bill nearly eliminating the savings from the spectrum lines.

I will keep that in mind as I know Telin is pushing for us to sell trunks as well. One reason the boss went with Net2Phone was they are partnered with our master agent.

 

[cobaltit]

Yeah SIP trunking really isn't so much about cost savings now. Uncle Sam and the rest have all caught on to the loopholes and are catching up on all the taxes and then some.