Asterisk / Freepbx does not set CallerID to calling party when queue contains a cell phone

1
votes

Does Asterisk / FreePBX support the ability to pass the caller ID of an inbound caller to a remote support agent (on a cell phone)?

Our work has a queue for incoming calls which contains "remote agents" (people on cell phones). To the cell phone agents, all calls appear to be coming from our main number (385-111-1111). We would like the calls to appear to be coming from the caller (201-555-5555).

This is not a problem with our SIP trunk provider. In the past we used different PBX software, with the same SIP trunk provider, and it was able to set the Caller ID properly. Extensions are capable of setting and passing arbitrary Caller ID, only calls from queues retain the main number.

Outgoing PEER Details:

host=sip.provider.com
type=friend
trustrpid=yes
sendrpid=yes

I've manipulated so many settings that I've come to wonder if Asterisk / FreePBX simply does not support this. Has anyone successfully been able to do this?

2
asterisksipvoippbxfreepbx

2 Answers

2
votes

Asterisk certainly does. Capture the CID in a dialplan variable at the beginning of the call and set the outbound CID to the same value before passing it on.

There's no direct way to do this within the FreePBX GUI but there is a workaround:

  1. Set up a virtual extension
  2. Enable follow-me on the extension, add the mobile number to the follow-me list
  3. Set the follow-me CID mode to default
  4. Ensure the queue's agent restrictions allow the use of follow-me numbers
  5. Have the agent log into the queue using the virtual extension instead of their mobile number

The default behaviour for the follow-me extension is to pass the incoming caller ID out. So, some flexibility is lost (mobile numbers have to be changed in follow-me settings) but it does allow the desired behaviour.

0
votes

Asterisk supports setting the callerid for all outgoing or redirected calls. I did this with v1.8 and v13.7 as I'm facing the exact same requirements.

This feature depends on the provider and the contract they setup with you. My Provider calls it "Special Arrangement / Clip no screening". In my case they use "P-Asserted-Identity" to find callerid.

I had to set the following options in the outgoing sip trunk in sip.conf:

trustrpid=yes
sendrpid=pai