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verniekthompson
verniekthompson
New Member
August 7, 2025
Question

FortiVoice Caller ID

  • August 7, 2025
  • 3 replies
  • 539 views

We are new to the FortiVoice community and so far everything seems to be working fine except our CallerID. We have looked at the Caller ID modification hierarchy, and to my understanding, the Caller ID that is specified in a user's extension page should be the highest priority. For us, however, this doesn't work. Despite having something entered in that field, it continues to show the Caller ID being sent by the Survivability Gateway. As far as I can tell, nothing changes what called ID is being sent. It is always what is listed on each site's Survivability Gateway. I even attempted to set a DID Outbound Number Map (which according to the hierarchy, should be high priority than the Survivability Gateway) and it still overrode that with the information on the Survivability Gateway. 

 

Any help on what may be causing this would be very helpful.. 

3 replies

Stephen_G
Moderator
Stephen_G
Moderator
August 10, 2025

Hello verniekthompson,

 

Thank you for using the Community Forum. I will seek to get you an answer or help. We will reply to this thread with an update as soon as possible.

 

Thanks,

Stephen_G - Fortinet Community Team
Stephen_G
Moderator
Stephen_G
Moderator
August 15, 2025

Hello,

 

We are still looking for someone to help you.

We will come back to you ASAP.


Thanks,

Stephen_G - Fortinet Community Team
Stephen_G
Moderator
Stephen_G
Moderator
August 17, 2025

Hi again verniekthompson,

 

I found the following information - let me know if it helps:

 

  • Try verifying extension settings under Extension -> Extension -> IP Extension. Ensure that the Extension emergency caller ID and Extension external caller ID are correctly configured.
  • Check Caller ID modification hierarchy to confirm that the caller ID settings are correctly prioritized according to the hierarchy. For emergency calls, the Extension emergency caller ID has the highest priority.
  • Check the configuration on the survivability gateway to ensure it is not overriding the caller ID settings. The gateway might have a default setting that needs adjustment.
  • Ensure that the DID outbound number map is correctly configured and applied. This should take precedence over the survivability gateway if set up correctly.
  • Double-check the overall system configuration to ensure there are no conflicting settings that might affect caller ID presentation.
  • Ensure that your FortiVoice system is running the latest firmware version to avoid any known issues.
Stephen_G - Fortinet Community Team
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