Solved Outbound CallerID always shows the same number

[ZidanSilverlane]

Greetings guys

I have a 3cx hosted enterprise instance that serves 3 departments. Each department needs to have an outbound caller ID.
The problem is that no matter where I configure the outboudn callerID, the number displayed on the external recipient always shows as the main trunk number.

I have set the number under:

• Outbound rules - number still shows as main trunk.
• Under extension - same result.
• Default caller ID - same.

I have called my sip provider Net2Phone (which I am dying to get rid of) and they're no help. Any ideas?

 

[QueBall]

The field on your SIP trunk outbound parameters is From: User part

Help document is: https://www.3cx.com/docs/sip-trunk-outbound-calls/

OutboundCallerID taken from extension settings is likely the setting you want here.

 

[ZidanSilverlane]

It is already set as such.

 

[QueBall]

That help document explains the order it will take the data from, if you needed to check the order..

OutboundCallerId​

1. The highest priority is the "Outbound Caller ID" field that can be set in the Outbound Rule.
2. If that is empty, then the Outbound Caller ID is taken from the Extension settings.
3. If this field is empty, then 3CX will check the SIP Trunk settings → “Caller ID” tab → “Outbound Caller ID” field.
4. If this field is also empty, the 3CX will use the Main Trunk Number that is configured in the “General” tab of the SIP Trunk settings.

Then you must capture the SIP invite you are sending to your carrier. If they override the data you are sending and always replace your callerid value, you will need to fix it on their system or involve their technical support for help.

You can either do a traffic capture from the Activity log. Or you can likely get what you need simply by setting your activity logs to Medium or verbose mode to obtain the SIP invite message you are sending.

If the SIP invite has the expected data then the problem is not on the 3cx side. The SIP carrier you are using is likely overriding your data which is very common.

 

[ZidanSilverlane]

@QueBall
This is what I pulled from wireshark (btw thanks for the instructions on how to get the logs - truly helped)


From the log, it appears that the correct number is going out, so this must mean that the provider is the one screwing up. Considering the answers they have given me it looks like I am going to need to switch providers.

Thx for the help

 

[QueBall]

Yeah. That right there is all the evidence you need.

The 3cx side is working fine. All your headache is on the provider end.
Nice thing is that adding more trunks for outbound routing is pretty easy to do. You can sign up a test account and run some outbound calling through it right away. Literally takes about 10 minutes to setup a new account at Telnyx, get your contact info verified and have calls flowing. They make it pretty obvious on your SIP connections if they are overriding your caller ID info or not.

 

[leejor]

First off, the provider must allow you to send a caller ID to be passed to the called party. If they do, it may be replaced by a caller ID option field, when you log into your account on their site, where your "main" number has been put in by default. Removing this, or changing some settings, may allow, a caller ID, sent from 3CX, to work.

Your provider should be able to explain this.

 

[YiannisH_3CX]

Hi @ZidanSilverlane

Try re-creating the trunk with the default template included in the PBX as it looks like you are using different settings. You can find Net2Phone under the Worldwide section.

 

[ZidanSilverlane]

SOLVED: Carrier was preventing the Caller ID. After threatening them they sorted their problem out.

 

[YiannisH_3CX]

Glad to see you were able to resolve the issue