Unified Communication Use Cases

Caller ID

The Caller ID is what users see on their phones when they emit or receive a call, e.g. Rick Sanchez 963-555-9296.

The Caller ID is composed of two parts: the Caller ID name and the Caller ID number.

In Wazo, the format is: "Rick Sanchez" <9635559296>.

Caller ID for internal calls

Users calling each other will see the Caller ID configured in the caller_id field of each user.

Caller ID for outgoing calls (through a trunk)

There are multiple settings coming into play:

Dynamic caller ID selection
The calling user's outgoing_caller_id
The outgoing call's caller_id (one for each extension)
The trunk's operator rules

The current logic for outgoing calls is:

If the call uses dynamic caller ID selection use the received Caller ID
If the call is not emitted by a user: use the outgoing call's Caller ID
If the call is emitted by a user:
- If the outgoing_caller_id is Default, use the outgoing call's Caller ID
- If the outgoing_caller_id is Anonymous, remove the Caller ID
- If the outgoing_caller_id is set, use it

Once the call is sent into the trunk, the operator may still override the Caller ID before routing the call to the destination. Each operator has its own rules about Caller ID: some will always rewrite the Caller ID that is attached to the trunk, others will leave the Caller ID untouched, some operators will only rewrite the Caller ID if you use an unauthorized Caller ID, etc.

Anonymous Caller ID

If the user needs to do anonymous calls there are a few things to consider.

The effects of making anonymous calls are as follows:

The From header is set to “Anonymous” <sip:anonymous@anonymous.invalid>
The Privacy header is added with the value id
The P-Asserted-Identity header is added with the value tel:<Caller ID number>

This means that Wazo needs to be able to choose a number to set in the P-Asserted-Identity header for the feature to work.

The prefered way to add a number to the P-Asserted-Identity header is to configure the caller ID field in your outgoing call extension list. If the outgoing call uses multiple trunks it might not be possible to select a caller ID for the extensions.

If this is not possible the callerid field of the endpoint section of the trunk can also be configured.

Finally, the PJSIP endpoint options send_pai and trust_id_outbound can be set to yes. This will send internal information to the provider for all calls made using that trunk instead of a public phone number.

For more information conserning anonymous caller ID see the following links

Dynamic client-side Caller ID selection

Wazo allows the client SIP user agent to specify a caller ID when a call is initiated. This is done using the X-Wazo-Selected-Caller-ID SIP header on the INVITE of the call. This method of selecting the caller ID has precedence over any other caller id selection method.

The X-Wazo-Selected-Caller-ID header must follow the following formats, where +15555551234 and John Doe can be replaced with analogous caller id number and caller id name values:

anonymous (a special value for anonymous calls)
+15555551234 (a caller id number with no caller id name)
"John Doe" <+15555551234> (a caller id with both a name and number)

The client can use the REST API resource /api/confd/1.1/users/<uuid>/callerids/outgoing to list the caller IDs that are available to use.
This API relies on caller id information registered in other resources of the Wazo system.
Currently, the values provided through this API are based on those resources:

incalls directly routed to the user(using a User destination type), yielding caller ids of type associated
phone numbers with the shared or main flag, yielding caller ids of type shared and main respectively

For example:

{
  "total": 4,
  "items": [
    {
      "number": "+18001234567",
      "type": "main"
    },
    {
      "number": "8191110000",
      "type": "associated"
    },
    {
      "type": "anonymous"
    }
  ]
}

Note: Most operators will not allow the user to send a caller ID they do not recongnize as valid. The number must either be a DID that has been bought from the same trunk provider the call is going through or another number that has been verified by that provider.

Refer to outcalls documentation for how to control the routing of outgoing calls.

Caller ID for incoming calls (from a trunk)

There are multiple settings coming into play, in order of priority:

SIP trusting remote-party Caller ID
The caller_id of endpoint of trunk
Caller ID number normalization
The Incoming Call's caller_id_mode
Reverse lookup

SIP Caller ID

To accept the Caller ID sent via all SIP trunks, modify the global SIP template for your tenant

PUT /endpoints/sip/templates/<global_template_uuid>

{
  ...
  "endpoint_section_options": [
    ["trust_id_inbound", "yes"],
  ],
  ...
}

This option may also be enabled on specific SIP trunks, instead of globally.

Trunk Caller ID

The endpoint trunk's caller_id option overwrites the incoming Caller ID. Usually, this options is left blank to leave the incoming Caller ID untouched.

Caller ID number normalization

See Incoming caller number display for details.

Incoming Call Caller ID

The Incoming Call's caller_id_mode can prepend, append or overwrite the incoming Caller ID.

Reverse Lookup

Reverse lookup is the operation of finding the Caller ID name from the Caller ID number. Wazo can lookup this information in multiple sources.

This operation is only triggered when the incoming Caller ID has no Caller ID name or when the Caller ID name equals the Caller ID number.

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