Outbound Caller ID shows restricted. Some customers say our caller ID says SCAM

[Jamied]

Hello, nothing changed on our settings. Im not sure where to start. Flowroute is our provider. Thanks for all your help.

 

[leejor]

Have you confirmed this for yourself by calling phones that you have access to answer...home phones, mobiles? It may be some sort of SPAM blocking/alerting, implemented recently by some providers? Any common denominators with the customers reporting this....same provider(s)?
Is Flowroute of any help confirming the caller ID you are sending? Could it be one or two extensions sending a non-valid DID number? Could it be a forwarded call that is using a prefix, that 3CX has added for (internal), re-dial purposes?

 

[cobaltit]

Is Flowroute of any help confirming the caller ID you are sending? Could it be one or two extensions sending a non-valid DID number? Could it be a forwarded call that is using a prefix, that 3CX has added for (internal), re-dial purposes?

Yep. This has nothing to do with 3CX unless your provider says you are outputting bad CID info to them (although realistically they should sanitize it before it hits the PSTN anyways). Talk to Flowroute

 

[leejor]

realistically they should sanitize it before it hits the PSTN anyways

Voip.ms simply blocks the call now if the caller ID does not fit the required criteria, i.e. a valid 10 or 11 digit (North American format) number.

 

[cobaltit]

Yep. Most will reject the call. Others simply change it to 'Anonymous'

 

[VoIPTools]

Is it possible that enough people you have called have flagged your DID as spam? Are you performing cold-call dialer campaigns? I know I get spammed to death and I ALWAYS mark these calls as spam and block future calls from the number. My assumption is that the carrier is counting the number of reports on a DID and will eventually flag it as a "likely spam" call.

 

[TheKnossos]

Just wanted to add that we've also been having this problem with Flowroute. They're telling us that our from header is malformed. We haven't had to touch 3CX in probably a year except for software updates. I can here looking for a solution. If I find one, I'll update this thread.

 

[TheKnossos]

I ended up changing a couple of the Outbound Headers on the flowroute trunk. I'm not any kind of an expert in this area, so there could be unintended consequences I'm unaware of.

From: Display Name -> "OutboundLineId"
From: User Part -> "Line Number"

This seems to work and match what Flowroute is expecting. Not sure what changed to make this suddenly break last week.