Outbound caller ID being appended by 3CX PBX. Unknown where data is coming from.

[Felicia King]

Scenario:

Extension was retained with settings other than cell number, voicemail, and firstname/lastname upon an employee change. Yes the pwds on the extension were changed.
When outbound calls are made from that extension, the old person's name is being shown after the company name on recipient phone systems.

• 3CX v18 fully patched PBX
• SIP provider is SIPTrunk
• PBX has multiple EDID
• Outbound trunk rules are identical for all DID
• CNAM for all DID is identical in SIPTrunk.
• For extensions associated with an EDID, the outbound caller ID on the extension matches the 10 digit DID.
• Most outbound calls from DIDs only show the CNAM information as it appears in SIPTrunk.
• One extension associated with one extension appears as companyname:lastname,firstname in caller ID information on another phone system.
• Old person was removed from phone system over four months ago.

This appears to be part of the functionality where the PBX has the ability to pass additional information through to the SIP provider regarding the extension such as display name. The name that is being delivered in caller ID after companyname (does not match the name on the extension).

I have looked all over in the extension, the DID, the SIP trunk CNAM information, and outbound rules. I also looked for instances of the old name in the recipient phone system and cannot find any instances where the old name appears.

Short of running a pcap and attempting to interpret the data through wireshark, I would appreciate ideas where to look for a setting which may be delivering a name after the company name in caller ID information for a person that is not listed on the extension.

 

[ChrisC_3CX]

First thing I'd recommend doing before diving into the PBXs configuration is eliminating the possibility of this happening outside of the 3CX PBX.

A packet capture as you said would help you determine this but it might be easier to just look through the activity log a bit.

• Go to "Dashboard >> Activity Log >> Settings >> Enable Verbose Logging"
• Go back to the Activity Log.
• Replicate the issue by making the same call and confirm it still happens.
• In the Activity Log click on "Filter", select the last call (provided no calls occurred after your one).
• Look through the call log from bottom to top and search for the SIP INVITE sent out to the SIP Provider. What do you see in the "From" header:



In wireshark you'd essentially be looking for the same thing.

Hope this helps!