"MakeCall" caller ID

[netswork]

We use a third party utility from voiptools.com called on call manager. After hours a client leaves a voicemail which is monitored by the app. The app initiates a call to the scheduled on call person via "MakeCall" which then connects you to the voicemail system to listen to the message.

The issue we have is that when the on call person receives the call the caller id comes across as just "+1", which mobile phones consider possible spam. We are using a virtual patton smartnode as our gateway. The virtual smartnode has a sip trunk to a sip provider. We do this because we host multiple phone systems and we share this virtual smartnode and sip trunk amongst all of our hosted systems.

I have tried multiple settings on the sip trunk configuration in 3cx for the From user part and from host part outbound parameters. On the general tab we have the main trunk number set and outbound caller id set under the caller id tab. I have tried reformating the outbound caller ID on the callerID tab but haven't had much luck. Does anyone have any ideas on this?

 

[VoIPTools]

We simply perform an unaltered 3CX Call Control API MakeCall(<extension>, <other-party>). When using MakeCall, you have to be a little careful about your outbound rules. Because this call is not coming from an extension, but instead is coming from "MakeCall", you have to ensure your outbound rules do not restrict based on extension group(s) or extension number(s) -- (or at least have one rule that does not).

In your case, you have a matching outbound rule that works since you are receiving a call. So, how do we fix the caller ID issue? There are 5 ways that you can control the caller ID:

1. Emergency number
2. Outbound rule (new to V16 Update 7)
3. Extension
4. Trunk
5. Carrier

I don't think an emergency number is appropriate and MakeCall is not an extension, so that leaves controlling the caller ID via an outbound rule, or a trunk, or at the carrier.

It is not possible (as far as I know) to create an outbound rule specific for "MakeCall", so to use a outbound rule to set the caller ID, you need a catch-all route at the bottom (For example, use group or extension filters on all higher rules).

I would also ensure you have configured a default caller ID on your trunks.

If none of these approaches fix the issue, I would contact your carrier and ask them what they need changed on your end, or simply ask them to assign a default caller ID for the trunk if a valid caller ID is not provided in the 3CX SIP invite.

This is not an issue with "On Call Manager" per se, rather, it is a 3CX configuration requirement for MakeCall. I assume using the MakeCall feature in a Call Flow Designer application would impose identical configuration requirements. Perhaps Ernesto (3CX) can offer additional suggestions.

 

[netswork]

I modified my outbound rules to use an extension group then created new outbound rules at the bottom that don't use a group. I set the outbound caller ID on those rules and this worked. Thank you!