Issue with 3CX Integration – Incorrect Caller ID when Dialing from HubSpot

[GMaheshwari]

We have integrated 3CX with HubSpot to manage outbound calls. When we initiate calls directly from the 3CX system, the default caller ID (the 3CX outbound number) is displayed to clients as expected. However, when calls are initiated directly through HubSpot, the caller ID that clients receive is my personal number instead of the default 3CX number.

Could you kindly advise if there is a configuration that can force HubSpot to use the default 3CX caller ID for all calls? Any guidance on how to resolve this would be greatly appreciated.

[KhushbooP11 · Accepted solution]

Hi @GMaheshwari,

To resolve the incorrect Caller ID issue when dialing from HubSpot via 3CX, follow these steps,

1. Check if there's a setting in HubSpot to enforce the use of the default 3CX Caller ID. Could you make sure user-specific settings aren't overriding this?

2. In the 3CX management console, verify that outbound rules and SIP trunk settings are configured to use the correct Caller ID, regardless of where the call is initiated.

3. Make sure HubSpot's call settings are configured to use the 3CX number as the Caller ID, not your personal number.

4. Ensure the integration between HubSpot and 3CX correctly passes the 3CX number, not your personal number.

By adjusting these settings, you should be able to ensure that the default 3CX Caller ID is used for all calls made from HubSpot.

I hope it helps, let me know if you need to talk!

Khushboo Pokhriyal

Growth & Operations

GroRapid Labs

LinkedIn | 9315044754 | Email | Website

[IronOakIT · Accepted solution]

In 3CX System Management, there is a setting for each SIP Trunk that includes header info from outside sources. it is Admin\Voice&Chat\TrunkName\Options... "Include diversion header support"

This option controls whether to pass original callerID when you send the call out to external lines/cellphones.

The new default is On, try disabling this.

[KhushbooP11 · Accepted solution]

Hi @GMaheshwari,

To resolve the incorrect Caller ID issue when dialing from HubSpot via 3CX, follow these steps,

1. Check if there's a setting in HubSpot to enforce the use of the default 3CX Caller ID. Could you make sure user-specific settings aren't overriding this?

2. In the 3CX management console, verify that outbound rules and SIP trunk settings are configured to use the correct Caller ID, regardless of where the call is initiated.

3. Make sure HubSpot's call settings are configured to use the 3CX number as the Caller ID, not your personal number.

4. Ensure the integration between HubSpot and 3CX correctly passes the 3CX number, not your personal number.

By adjusting these settings, you should be able to ensure that the default 3CX Caller ID is used for all calls made from HubSpot.

I hope it helps, let me know if you need to talk!

Khushboo Pokhriyal

Growth & Operations

GroRapid Labs

LinkedIn | 9315044754 | Email | Website