Issues 3cx when calling internationally

[rizki]

Hi All,
I'm facing an issue with international call with 3cx. I have a DID malaysia number that is attached to ext and i try to call to my Indonesia personal number (you can see in the attached image)

I tried to have a test with 2 indonesia personal number. When I call my 2 personal number. the first one is fine there's no issue. but when i try to call my second number. suddenly in my phone. the number change into an indonesia local number (not appear malaysia number).

Do you know where the issue is? Is the Internet Service Provider (ISP) in my phone is who changed the DID malaysia number?

 

[leejor]

I'm not clear as to the call flow, and your use of terms like "personal numbers" (do you mean a DID?).
Is it the outbound caller ID, that you are sending, that is changing?
Are you originating and terminating all of these test calls on the one PBX?
If a call is coming into 3CX, first confirm, using the 3CX Activity Log, what caller ID is being sent by your provider. Do you consider it incorrect?
You should also be able to see if the correct DID information is being sent. Logging level may have to be changed to Verbose to provide detailed information.

 

[rizki]

My personal number means my cellphone number.
So i have 2 cellphone that use different ISP cellphone. the second ISP had an issue that the malaysia DID number is changed into local number (you can see in secondcall.png)
Is the ISP that we using in cellphone that receive the call from 3cx softphone is affect changed of the origin DID number?
Maybe first i will try to check the log call

 

[leejor]

I have a DID malaysia number that is attached to ext and i try to call to my Indonesia personal number

So, you ate placing a call, from 3CX using a Malaysian SIP provider, to an Indonesian Mobile number. In 3CX you have set the outgoing caller ID to be that of the DID number.
Is this correct so far?

when i try to call my second number. suddenly in my phone. the number change into an indonesia local number

One Mobile number you call, correctly shows the DID number, but the second mobile number you call shows another number.

Both calls originate from the same 3CX extension?

Have you tried calls from other 3CX extensions, different DID numbers?

Are the two mobiles on the same network?

What is the "Indonesian number" that shows up, do you recognize it? Have you called it back to see whose number it is?

Does this involve using the 3CX App on the mobile phone? I see you make mention of it.

 

[rizki]

So, you ate placing a call, from 3CX using a Malaysian SIP provider, to an Indonesian Mobile number. In 3CX you have set the outgoing caller ID to be that of the DID number.
Is this correct so far?

Yes, I already set the outgoing caller ID (you can see in setting 3cx.png) and attached the DID to the extension too.

One Mobile number you call, correctly shows the DID number, but the second mobile number you call shows another number.

Both calls originate from the same 3CX extension?

Have you tried calls from other 3CX extensions, different DID numbers?

Are the two mobiles on the same network?

What is the "Indonesian number" that shows up, do you recognize it? Have you called it back to see whose number it is?

Does this involve using the 3CX App on the mobile phone? I see you make mention of it.

Yes both calls originate from the same 3CX extension.

I also test using another 3cx extension with different DID number but i'm facing same issues.

The two mobiles is using different cellular provider. Is the cellular provider make this issue happen?

I also tested in second mobile that facing the trouble, try to call many times. "The indonesia number" that i received in my second mobile is always changed when i do a test call. And try to call back with my second phone. it cant be called

I think the 3cx apps on mobile phone doesnt involve. I using 3cx in softphone via client website

 

[Naveen | Cal4care]

Hi rizki,

Seems to be your SIP Provider sending different caller IDs based on the prefix you have dialed. Please contact your SIP Trunk provider.

 

[leejor]

Check the 3CX Activity Log and compare the two calls, to the different mobile numbers. You may need to set logging level to Verbose. Do both calls look identical with the exception of the number dialed? Same route, same caller ID sent? If they do, then I would suspect the mobile provider.

What is the number that actually shows as caller ID, do you recognize it?

 

[rizki]

Check the 3CX Activity Log and compare the two calls, to the different mobile numbers. You may need to set logging level to Verbose. Do both calls look identical with the exception of the number dialed? Same route, same caller ID sent? If they do, then I would suspect the mobile provider.

What is the number that actually shows as caller ID, do you recognize it?

The caller ID always changed. Maybe i will try to do your advice first thanks

 

[leejor]

A terminating provider will usually pass on the caller ID that they receive, unless it is in an invalid format and they are screening those srt of things for security (scam) reasons. They are very unlikely to simply send a random number. Could it be a number that your SIP provider was given, at some point, to use.