We are experiencing what I see as a very odd problem with our system and I'm looking for some help understanding where the problem lies.
When I dial another extension the call record shows my extension as the source of the call and the person I dial sees my extension as the CallerID. When I call an outside number it shows our CID as the source of the call. As a consequence, we can't track outbound calls by extension. The channel does include the extension in the SIP/xxxx-xxxxxx entry, but that doesn't help our packaged reports.
The behavior described above is seen with the following configuration:
Extension - no caller ID specified
Outbound route - no caller ID specified
Trunk - company phone number entered for outbound caller ID
If the CID entry is removed from the trunk the source field contains the extension, but the person getting the call also gets the extension as the caller ID. No good either.
If a CID is entered for any of the three - extension, route, or trunk, the source is incorrect but the person called sees the CID.
Is this normal for a basic Asterisk + Freepbx system?
I ask because what we bought is more involved. A prepackaged system with
Loway QueueMetrics 188.8.131.52
The vendor is telling us we have to leave all CID entries in the system blank, use only the default CID (the extension) to get what we consider the correct source entry in the records, and get our PRI provider to override with the proper CID.