Outbound caller ID

[chrisjako]

I have a user reporting to me that she has had some return callers call back to the main SIP number of our PBX rather then the outbound caller ID i have set for her

I tested her extension using QR code on the app and sure enough it shows the outbound caller ID i set for her in user management - is there another setting I am missing somewhere that i need to address? How else would this be possible?

 

[VasilisV_3CX]

Hi @chrisjako,

If you call the number that appears when her extension calls out, does it route where you expect it to? If not, have you checked the DIDs and inbound rules to make sure that they're set to route to where you'd like? I'd first start with investigating and taking a look at the Active calls in the Management Console to see if it is routing correctly.

 

[chrisjako]

Yes, her DID is basically the direct number for her group, it routes to the digital receptionist tethered to the DID for her group, which is where I want it to go

When I call this DID number from an external, in active calls, it is going to the IVR number for this digital receptionist in her group, not the the main PBX number she apparently reported it was

 

[VasilisV_3CX]

So what you're doing is the following:

1. Make an outbound call from her extension. You receive the CallerID you've configured.
2. Call the CallerID you received.
3. It routes to the IVR as expected?

If yes, we're saying that we're not able to replicate it?

 

[leejor]

You really need to confirm what number the callers are dialing. Is it the "main" number, or the DID number? Are they returning the call to the number they saw, on their call display?

Do you have more than one outbound route?

Without knowing for certain, or if unable to replicate, then all is speculation, about what might be happening. Is it an outgoing caller ID issue, or an incoming routing issue.

If you know the times that the outgoing and incoming calls, in question, occurred, you could make use the Activity Log and compare to a working call.