Manual calls disaplying UID instead of Caller Name

[ConnectedDialer]

When manual calls are made, the receiving phone is displaying M7101828290000232913 or something like it which appears to be UID. The campaign caller ID is correctly set, but where is this strange UID coming from? Why is it not showing user's name or company name? How can I set it?

Here is an old post I found discussing similar issue: viewtopic.php?p=60484

[williamconley]

Test calls or real calls?

Cell phones or landlines?

What country?

In the US, the caller ID Name (which is what you are seeing, not the caller ID number) is controlled by the RECEIVING telephone company. They populate this information with a value from a shared database for registered NANPA phone numbers. In Canada, however, the CallerID Name value is actively passed all the way to the consumer.

If this is a test call, it's possible that the telephone company you are dialing to and from are merely on the same network, and they didn't bother with the "data dip" to get the CID Name value. Try a cell phone or landline, as calling a number to a phone on the same voip company (or on the same server!) is not a valid test for the CID Name field. Or you can just ignore it, as this is not what an actual consumer will see (eg: call your cell, that's a more valid test).

If this is a canadian call, you'll need to use the loopback context to "double-call" and use the 2nd call to set the caller ID name value. But be careful of the truth-in-advertising laws and telemarketing laws in Canada.

[ConnectedDialer]

1. Real calls when agent paused and manual dial is made from the screen

2. Cellphone in this case

3. Canada

It works correctly when campaign is auto/predictive dialing, it works fine with soft phones, but manual dial with logged in user results displaying UID.

use the loopback context to "double-call" and use the 2nd call to set the caller ID name value

How/where do I do this? Does this double the load only or will it result double charges from SIP carrier?

Is there no alternative?

[williamconley]

Seems likely that your autodialed calls are configured for canada already. Find out what the difference is ... campaign dial prefix vs manual dial prefix ...? When you say "manual calls" do you refer to calls in a campaign that are manually dialed using the agent "manual dial" interface, or calls dialed directly from the soft phone without the agent even being logged in to the web interface to make the call?

[ConnectedDialer]

Yes I mean calls in a campaign that are manually dialed using the agent "manual dial" interface. How do I make it work the same as everything else? Dial prefix and manual dial prefix in campaign are matching, does not seem to help.

[williamconley]

What is the setting for the "Manual Dial CID"?

[ConnectedDialer]

Manual Dial CID is set to "CAMPAIGN"

[williamconley]

Manual Dial CID is set to "CAMPAIGN"

seems a little odd. if the manual dial CID is set to campaign, and the manual dial prefix and dial prefix are the same, the CID should be broadcast the same. perhaps post asterisk CLI output of two calls (one autodialed where the CID comes up properly and one manual dialed where the CID comes up with an ID). Not 3000 lines of unrelated code, mind you. Just two call from start to "dial" with no other traffic involved.

and of course post the resulting CID Number and Name (although you can privatize it somewhat to avoid personally identifiable information, like change the name somewhat and change the CID last 7 digits, and the last 4 digits of public IPs if they appear).

[ed123]

There are voip provider were you can manually set what the caller id should be for all outbound or per sip account(if they have).

[bossmon]

1. Real calls when agent paused and manual dial is made from the screen

2. Cellphone in this case

3. Canada

It works correctly when campaign is auto/predictive dialing, it works fine with soft phones, but manual dial with logged in user results displaying UID.

use the loopback context to "double-call" and use the 2nd call to set the caller ID name value

How/where do I do this? Does this double the load only or will it result double charges from SIP carrier?

Is there no alternative?

Hello. I'm having this same issue now. Manual dialed calls to Canada show strange long string of characters in caller ID.

Did you find a resolution?

Thanks.

[williamconley]

Vicidial uses the caller ID name field to track the call. This is because in the USA the caller id name field is IGNORED by all carriers, thus it's a "use it any way you like" internal field that does not get "lost in transition" during various call routing events that tend to lose all other values. The only things that transfer reliably is the caller id name and caller id number.

Since the caller id number is what the carriers in the US pay attention to (and they look that number up internally, and pull out a name if they have one), but the caller id name field is dropped in favor of that "we found it internally" name, Vicidial has used the caller id name field for internal tracking of the call since the inception of this system over a decade ago.

Background complete, now for your problem: Canada does not do the internal lookup thing. They use the caller id name field as given, which means your leads will see the Vicidial tracking number as the caller id name.

To get around this:

Check your carrier, see if they have an "override" for caller id name field.

Use the vicidial "loopback" dialing method. This actually generates a second (untracked) internal call for each call. The first call is still tracked by Vicidial and uses the callerid name for tracking, but the 2nd call is "independent" and can be set to anything you like. Unfortunately, this increases load on your server.

Use a 2nd server to pass all your calls through. This can reduce the load on your server ... by having another server to handle the rather simple transition of caller id name.

[c20xh2]

Take a look at my previous post about the same situation :

viewtopic.php?f=4&t=38023

The loop back was the solution for me (all steps are listed in the post)

[bossmon]

Vicidial uses the caller ID name field to track the call. This is because in the USA the caller id name field is IGNORED by all carriers, thus it's a "use it any way you like" internal field that does not get "lost in transition" during various call routing events that tend to lose all other values. The only things that transfer reliably is the caller id name and caller id number.

Since the caller id number is what the carriers in the US pay attention to (and they look that number up internally, and pull out a name if they have one), but the caller id name field is dropped in favor of that "we found it internally" name, Vicidial has used the caller id name field for internal tracking of the call since the inception of this system over a decade ago.

Background complete, now for your problem: Canada does not do the internal lookup thing. They use the caller id name field as given, which means your leads will see the Vicidial tracking number as the caller id name.

To get around this:

Check your carrier, see if they have an "override" for caller id name field.

Use the vicidial "loopback" dialing method. This actually generates a second (untracked) internal call for each call. The first call is still tracked by Vicidial and uses the callerid name for tracking, but the 2nd call is "independent" and can be set to anything you like. Unfortunately, this increases load on your server.

Use a 2nd server to pass all your calls through. This can reduce the load on your server ... by having another server to handle the rather simple transition of caller id name.

thanks for the detailed reply.

[bossmon]

Take a look at my previous post about the same situation :

viewtopic.php?f=4&t=38023

The loop back was the solution for me (all steps are listed in the post)

thanks, following now.

[mflorell]

For our larger clients, and our clients on VICIhost, we can pass all calls through an OpenSIPs server which can not only block the internal VICIdial CIDname from going out, it can use the campaign setting for CallerID Name to send that out with the call as it's going out to the carrier. We have hundreds of clients using this method now, and we are actually in talks with a couple of carriers about implementing this on their networks for our clients.

[Alfonso Villarreal]

Does the OpenSIPs solution make sense even for USA leads ? as explained above, the USA carriers drop the caller ID name in favor to what they found internally. In case a given caller ID number is not located as a CNAM record, would the USA carrier allow passing a new caller ID name that is set at the OpenSIPs ?

Additionaly, could the caller ID name change cause any authentication issue with the SIR/SHAKEN standards that were recently implemented ?

Thanks.

[mflorell]

Some equipment at some carriers in the USA will pass along the sent CIDname, most will not. We have several clients that only call within the USA that specifically use OpenSIPs for CIDname functionality. As for STIR/SHAKEN issues, I haven't heard any reported from using OpenSIPs like this.