Outbound Caller ID not being maintained when dialling International Numbers

[Reece Cawthorn]

Hi,

This issue is occurring on a hosted 3CX instance with a Professional License running v. 18 Update 2.

The issue the customer (UK Based) is currently experiencing is that they have International (US) Caller ID's set up for their users.

When dialling out to a UK number, this Caller ID is maintained and the destination dialled receives a call from a US Number, as expected.

However, when the same user calls out to an international number (especially the US, in their case), the Caller ID as set up in the extension settings is lost and is changed to the UK Caller ID (the default Caller ID of the Gamma SIP trunk in use).

To amend this, I have tried amending the Outbound Parameters within the Gamma SIP Trunk (notably, changing 'From: Display Name' and 'From: User Part' to 'Outbound Caller ID taken from extension settings' but the issue remains despite this change.

Please could anyone advise why this may be occurring? And how to resolve?

Please don't hesitate to let me know if you require any further information.

 

[Alphabetic]

Run a wireshark from the PBX to see what is being sent from 3CX. It could be that its the trunk provider forcing the caller ID.

 

[ChrisC_3CX]

I'd recommend confirming what @kieferschild mentioned first. Although, if you're making the same exact calls with the only difference being that one is a Local and the other is an International call, then it's very likely that the PBX is already sending it correctly.

As @kieferschild also mentioned you might also want to consider reaching out to the SIP Provider about this as the behavior may vary depending on whether it's an international call or local call such as in your case.