Wrong Caller ID

JaredBusch

I'm stumped. I am looking for advice/help.

I moved a customer from Intermedia to Skyetel with VitalPBX four months ago.

Prior of the move, their caller id was correct. Shortly after the move their caller ID changed. (and it happened to change to the personal name of an employee)

I have used the caller id editor at Skyetel to correct it, but it does not work. It has been at least a couple of months since I made the change; it says it can take up to 30 days.

As far as I know, there is no way for a lowly IT guy to interface with the national caller id database (if that is even what it is called).

Any ideas on where to go to fix this?

The Skyetel Caller ID editor works from immediately to a few days. I've updated quite a few numbers with it.

The better question is how is your inbound Caller ID setup?

What is the phone number in question? PM if you want. I can look it up on a different system.

JaredBusch

So I put the number in my PBX and it came back correct.

This means your problem is your CID source or your PBX.

How are you getting CID in the first place? From your provider?

Verify what they are sending. You can see it in a packet capture.

If VitalPBX has sngrep installed, you can see everything there.

If your provider is sending the correct CID name, then that would mean VitalPBX is caching it. Or you have something set with that number and VitalPBX is overriding the fed in CID.

JaredBusch

Jared's Guide to CID

Never pay your carrier for the CID lookup. Math is math. All carriers charge a lookup fee per call. This is a stupid thing to pay for.
Pay a service like OpenCNAM instead. This way yo only make CID looups (and pay for them) when you need to.

Within FreePBX I always recommend the use of the CID Superfecta for this reason. It has an adjustable cache setting (in days). All inbound calls check the local Superfecta database first. If the number is fond and not stale, it returns the cached value and never does an external lookup.

This can save a significant amount of money over time.

JasGot

Turns out to be that Skyetel requires the 1 in front of a phone number for an 11 digit number. Once that was added, it took.

krzykat

@JasGot What are you referencing? The DIP at Skyetel or ?

JasGot

@krzykat said in Wrong Caller ID:

@JasGot What are you referencing? The DIP at Skyetel or ?

For the Caller ID Editor.

Without the "1" They accept it, tell you it has processed, then do nothing with it......

With the "1", they accept it, tell you it has processed, then they actually submit it to the Caller ID database in the sky (or wherever it is)

Skyetel

@JasGot said in Wrong Caller ID:

@krzykat said in Wrong Caller ID:

@JasGot What are you referencing? The DIP at Skyetel or ?

For the Caller ID Editor.

Without the "1" They accept it, tell you it has processed, then do nothing with it......

With the "1", they accept it, tell you it has processed, then they actually submit it to the Caller ID database in the sky (or wherever it is)

This might be a bug. I’ll have it checked out.

JasGot

@Skyetel said in Wrong Caller ID:

@JasGot said in Wrong Caller ID:

@krzykat said in Wrong Caller ID:

@JasGot What are you referencing? The DIP at Skyetel or ?

For the Caller ID Editor.

Without the "1" They accept it, tell you it has processed, then do nothing with it......

With the "1", they accept it, tell you it has processed, then they actually submit it to the Caller ID database in the sky (or wherever it is)

This might be a bug. I’ll have it checked out.

Or, and better, do validation on the submission and require 11 digits! (Always better to validate user input....)

Skyetel

@JasGot said in Wrong Caller ID:

@Skyetel said in Wrong Caller ID:

@JasGot said in Wrong Caller ID:

@krzykat said in Wrong Caller ID:

@JasGot What are you referencing? The DIP at Skyetel or ?

For the Caller ID Editor.

Without the "1" They accept it, tell you it has processed, then do nothing with it......

With the "1", they accept it, tell you it has processed, then they actually submit it to the Caller ID database in the sky (or wherever it is)

This might be a bug. I’ll have it checked out.

Or, and better, do validation on the submission and require 11 digits! (Always better to validate user input....)

We cant validate a submission like we can elsewhere because the CID updated is not a real time process. That’s why (as Jared noted) it can take a couple of days for it to update. These updates sit in a queue and get updated when the CID gods are in a good mood.

We tweaked our UI to allow 10 digit entries based on feedback here and I suspect that when we did that, the thing that converts the entry into E.164 got mixed up. The CID stuff is crazy arcane...

CID entries can also get rejected If the LIDB thinks their data is more accurate than ours. We don’t get any feedback about that (the log will just show it as rejected, often without a reason, and we have to open a ticket to dispute the rejection.)

And of course, as Jared mentioned, if the party you are calling caches their records for a long time (or never updates them - something that’s super common) then there’s nothing we can do.

So yea, that tool hides a lot and generates a lot of support tickets for us. We try to make what is an absurdly complicated process easy, but by doing so we’re opening the door to bugs like this. Welcome to telecom! lol

JaredBusch

@Skyetel said in Wrong Caller ID:

We tweaked our UI to allow 10 digit entries based on feedback here

#whistlesnonchalantly

JasGot

@Skyetel said in Wrong Caller ID:

We cant validate a submission like we can elsewhere because the CID updated is not a real time process.

I was talking about the submission form at Skyetel. If you know it's best to get an 11 digit field value for the number, then validate it at the submission form. It would be silly to validate when you submit it to the CID gods when you already know what you should be getting, (even before submitting up stream).

Skyetel

@JasGot Ah, yea, that’s what I’m going to check out tomorrow

Skyetel

@JasGot said in Wrong Caller ID:

@krzykat said in Wrong Caller ID:

@JasGot What are you referencing? The DIP at Skyetel or ?

For the Caller ID Editor.

Without the "1" They accept it, tell you it has processed, then do nothing with it......

With the "1", they accept it, tell you it has processed, then they actually submit it to the Caller ID database in the sky (or wherever it is)

Looks like this isn't a bug, but without more details we can't troubleshoot further.

Would you please open a support ticket so we can ask for PII?

JasGot

@Skyetel said in Wrong Caller ID:

Would you please open a support ticket so we can ask for PII?

Done:
#82411

Skyetel

@JasGot said in Wrong Caller ID:

@Skyetel said in Wrong Caller ID:

Would you please open a support ticket so we can ask for PII?

Done:
#82411

Great, thanks. We've already replied

Skyetel

I wanted to make sure I followed up and let you all know that we confirmed that there was no bug. There was a propagation delay that impacted @JasGot which caused it to appear that the 10 digit vs 11 digit input mattered.