Fixing Incorrect Caller ID Name Display with CRM Integrations

One issue users maybe encounter when using a Calling Name or App Caller ID Modification is the incorrect display of caller displayed name when calls are forwarded. The original name is displayed, instead of the CRM integration name. This is common on SIP enabled enpoints like Cisco Jabber.

Background: The problem is caused in the way CUCM handles forwardin SIP calls. It's common for carriers to incldue a SIP diversion header in forwarded calls. This header contains the original caller ID information, which is then displayed on the destination phone. This can cause confusion as your policies are requesting a re-write of the Caller ID Name.

Resolution: This article will guide you through the process of resolving this issue by configuring a SIP profile on the Cisco Unified Border Element (CUBE).

Create a Voice Class SIP Profile

You'll need to create a Voice Class SIP Profile. This profile will allow you to manipulate SIP headers to remove any the diversion header. In this example, we'll use the profile ID "1000," but you can choose any unused ID that suits your configuration. Here's how to create the profile:

voice class sip-profiles 1000
request INVITE sip-header Diversion remove

The above commands remove the "Diversion" header from SIP INVITE requests.

Configure the Inbound Dial-Peer

Once you've created the SIP profile, you'll need to apply it to an inbound dial-peer. This step applies the SIP profile is used when processing incoming calls.

Under the dial peer receiving the calls, apply like this:

voice-class sip profiles 1000 inbound

Activate the Inbound SIP Profile Feature

Finally, you must activate the inbound SIP profile feature by adding the "sip-profiles inbound" parameter to the global SIP configuration. This ensures that the SIP profile is applied globally to all incoming calls. Execute the following commands on your CUBE:

voice service voip
  sip
    sip-profiles inbound

Additional Resources

Cisco Unified Border Element Configuration Guide Through Cisco IOS XE 17.5 - SIP Profiles