Solved Make CallerName be CallerNum when Display Name / User Part is blank.

[neurocis]

We use a lot of ring groups and this suffixes the CallerName w/its (RingGroup) name, however the 3CX client then sees a populated CallerName so displays that and if there is no Display Name / User Part defined or matching caller in the phone book there is no way to identify the inbound caller (especially on mobile clients).

As such is there any way to set CallerName be CallerNum when Display Name / User Part is blank so one ends up with i.e. "+18881234567:RingGroup" instead of just ":RingGroup" as a CallerName?

Cheers!

 

[ChrisC_3CX]

If I understood correctly, you have calls that come in with a blank "From: User Part" so you end up with ":RingGroupName" but you would rather, in these cases, have the PBX use the "CallerName" (default: "From: Display Name") value in place of the "CallerNum". If this is the case, I'm afraid it's not possible to do dynamically. You can modify the SIP Trunk's Inbound Parameters to have the "CallerName" be populated with whatever's in the "From: User Part" but this will be a "static" configuration meaning it will happen for every call.

The question here is, why is the caller's number not always in the same SIP field for incoming calls. Is there a way you can normalize this behavior? Also, which SIP Provider are you using, is it a 3CX Supported one?

 

[neurocis]

So the behavior is normal, providers are VoIP.ms and Flowroute, "From: User Part" and "From: Display Name" are being provided correctly, as expected.

This is a request for a work-around to a UX issue in the 3CX softphone for iOS / android. The issue is that notifications only populate with CallerName when not blank, and CallerNum when CallerName is blank:



Where ":6060" is the Ring Group name (last 4 digits of inbound DID) ... So there is no way for the User to identify the caller.

With the following option, CallerNum does get displayed:



But we do still want to know the Ring Group, now lost.

 

[neurocis]

Actually I think this behavior ended up cornering us into a better overall solution.

Taking @ChrisC_3CX advice for the trunks, mapping CallerName to "From: User Part" instead of "From: Display Name" forces it to always be the calling number. If we want friendly names we then define them in the Phone Book, which gives the added benefit of the User now knowing any name displayed is vetted by our CRM (and we setup a regular CRM import to the Phone Book).

I still see this as a UX issue, but this works for us. Cheers!

 

[ChrisC_3CX]

Brilliant!

Glad I could help!
Please don't hesitate to start a new thread should anything else come up.