Problem with Inbound Caller ID and Group calls

[Rej]

Hi ! We have a strange issue with incoming calls directed to a ring group. 3CX Pro V20 20.0.8.1078.

We have 2 SIP trunks. Both are VOIP.ms, one is connected to a Canadian server and the 2nd one is connected to a US server. Both sub-accounts and DIDs in VOIP.ms are configured identically. In the 3CX trunk settings, both are also configured identically. Also both DID are directed to their own IVR (1 for CA and 1 for US) and each IVR option directs to a ring group (CA Group and US Group).

The issue : When someone calls the CA number and selects an IVR option, all clients (webclient, iOS app and Yealink phones) show the Ring Group name AND the phone number or the name of the caller (ex. CA CALL:6035559999 or CA CALL: JOHN DOE). When someone calls the US number and selects an IVR option, then it only shows the ring group name (i.e. US CALL but if someone enters an extension instead of selecting an IVR option when calling the US number, then the caller ID displays properly (either the number or the name of the caller).

I can't figure out what can cause the difference considering that both VOIP.ms subaccounts and DID are configured identically, both trunks in 3CX are identical, both IVR and ring groups are also identical...

Any ideas / suggestions? Thanks!

 

[Charles_3CX]

Regarding your question, the option to add Group, Queue, or DID names to Caller ID, as found under the admin console > System > Phonebook Options, is a global setting. If you have it set to prepend the name, the details of the Ring group > DID name and the caller ID will be passed if the caller ID is received from the Sp trunk provider.

I suggest you use a packet capture to see what is displayed when the call arrives from the US trunk and at the endpoint.

https://www.3cx.com/docs/capture-network-traffic/

 

[Rej]

After many back and forth, end up that VOIP.ms uses a different carrier for their US DIDs and this carrier don't send the informations as their canadian carrier does.

 

[leejor]

Requires a different (3CX created) template, for trunks originating from each country, that takes this difference into account?