Preserving Original Caller ID When Forwarding Calls to an External AI Receptionist in 3CX v20

[Scott EIT]

Hi all,

We have a client using 3CX ( 3CX PRO 20.0) who have an external AI receptionist. When calls are routed to the AI receptionist during busy periods, the original caller’s number is not preserved.

Call flow:

• Customer calls main number of client
• Call enters a queue
• When busy/unavailable, call is forwarded to an external AI receptionist number

The AI receptionist receives the call showing the client’s number not the original caller’s CLI. Which is expected. Understand this is likely due to external forwarding being treated as a new outbound call.

Is there a supported or recommended way in 3CX to route calls to an external service while preserving the original caller ID?
Would this be something we would need supported from the SIP provider?

Thanks in advance for any assistance.

 

[leejor]

While the behavior may have changed in recent 3CX versions, you may want to read through this, paying attention to the replies, near the end, by ChrisC.

Thread 'Caller ID displayed during Call Forwarding'

May 1, 2021

Hi,

We have a requirement that when the call is forwarded, the caller ID displayed to the forwarded callee should show the DID of the extension.

Below is the configuration :

a. under Extension, the Outbound Caller ID is configured.

b. under SIP Trunk -> Outbound Parameters, the configuration is as below. This is to show the outbound caller ID of the extension.


c. For Call Forwarding, after 20 secs if no answer, forward to an external mobile phone

During call forwarding, instead of displaying the outbound caller ID of the extension, the number of the external caller is...

• Kwang Mien
• Replies: 13
• Forum: Phone System / PBX