Transfer calls and no caller ID

[rgruber]

Hello all, hope everyone staying safe. I am getting some questions from our main receptionist that after we updated our 3CX software recently when calls are transferred to VM especially (*4), that there isn't caller ID on the extension anymore. Does anyone have any ideas? On version 612. Thanks.

 

[Aaron Paul]

You're noticing that caller ID for the extension who transferred to voicemail isn't working or the call that was transferred doesn't display the proper caller ID in the voicemail?

 

[rgruber]

Yes, that is what we are getting as well. I hope someone can submit to 3CX the issue. We are on 16.0.5.619 and still no caller ID. Thanks.

 

[Aaron Paul]

Which one was it? Caller ID for the extension who transferred to voicemail isn't working or the call that was transferred doesn't display the proper caller ID in the voicemail?

 

[rgruber]

We are actually getting no caller ID on inbound calls, calls as they are transferred to voicemail, the caller ID for the extension of person that is getting the call transferred to VM. Hard to explain. In one for the recent updates this year it has gone away, use to work.

 

[leejor]

Is the caller ID different on an attended transfer and unattended transfer?

This, from a few years ago...
https://www.3cx.com/community/threads/caller-id-on-internally-transferred-calls.50803/

 

[rgruber]

I will check to see the method, but still unsure about the Caller ID on incoming calls to main number not showing up. Even if users from the system call from their cell numbers, which are in the 3CX user profile aren't showing up.

 

[leejor]

If you get no caller ID on incoming calls, then that is probably a different issue. You can confirm in the Activity Log if CID is being sent. If trunks use a Gateway of some sort, then settings may have changed. If you use a VoIP provider, and see no caller ID in the Activity Log, you should consider contacting your provider, to see if something changed, at their end.

 

[rgruber]

The VOIP provider is saying they are defiantly sending the CNAM and I need to check the setting in PBX, but we haven't changed any setting specifically in regards to this other than regular updates. From what I can tell in the trunk settings and they have confirmed its setup correctly. Any other setting in 3CX that changes the way Caller ID is delivered? Thanks.

 

[leejor]

Check the Activity log. The caller ID, both number and name (if sent), will show in the Invite for a call, if they are indeed sending it.

 

[rgruber]

Yes, I have looked at all the logs I know where to look and all I see are numbers, not sure what is going on.

 

[rgruber]

I was not looking at the logs correctly, the CNAM was being sent. We did not have trunk settings correct, that is what the problem was. Not sure what happened, to my knowledge they had never been changed. Thanks to everyone, it is working now after confirming with siptrunk.com

 

[leejor]

We did not have trunk settings correct, that is what the problem was.

What did you find, that was incorrect, and changed? This may help someone else, in the future.

 

[rgruber]

This is what it should have been. It must have changed do to recent updates because went I go back to older docs, it is a little different.

Try opening your 3CX console, go to the Dashboard, look for an option in the left-hand nav bar called "SIP Trunks". Click on that, then you should see a list of your SIP Trunks. From there, you will see the screen with the option to choose the Inbound Parameters tab, double-check that the "CalledNum" is set to "Request Line URI: User Part", "CallerName" is set to "From: Display Name", and the "CallerNum" is set to "From: User Part".

 

[leejor]

So,,, you suspect that someone, at your location made changes, or that a 3CX update, or provider template update did?

 

[rgruber]

I'm the only one with access at this time and I don't recall ever changing unless a trunk update was applied in the past. Yes, there must have been a change in provider template or due to 3CX update. It started when an update was applied a month or two ago. I have summited multiple threads on this issue over the weeks.