Caller ID not showing in call forwarding from phone system

If you're experiencing issues where the caller's phone number is not being transmitted when calls are forwarded from your phone system (like a FRITZ!Box) to your fonio assistant, this is typically a configuration issue on your phone system side.

Configure your phone system

The main solution is to configure your phone system (FRITZ!Box, PBX, etc.) to pass through the original caller's number instead of your system's number when forwarding calls.

In your phone system's forwarding settings, you need to configure it to transmit the original caller's number rather than your phone system's number. The exact location of this setting varies by manufacturer, but it's typically found in the call forwarding or routing configuration. Often this setting is also called "Clip No Screening"

Navigate to the (outgoing number) setting in your call forwarding configuration. Change this setting from a fixed number to (automatic) to pass through the original caller's number.

Diagnosing Caller ID Issues in Call Forwarding

Common symptom: If caller phone numbers are showing in your fonio assistant's call history but appear to be from the wrong country (e.g., showing as USA or Romania when they're actually German numbers), this indicates your phone system is truncating the caller ID, typically removing the area code or country prefix. This truncation will cause call forwarding to fail because the fonio assistant cannot properly route calls with incomplete or misidentified numbers.

Configuring Unanswered Call Handling

Important: Configure your phone system to reject (not redirect) forwarded calls when they are not answered at the destination. If your system redirects unanswered calls back to the assistant, it will create a new call entry instead of allowing the assistant to continue the original conversation. When the phone system properly rejects an unanswered forwarded call, the assistant recognizes that the forwarding failed and can inform the caller and take their message.

Need help?

If you can't locate the caller ID forwarding settings in your phone system, contact your phone system manufacturer's support team. They can guide you to the specific setting for your model and firmware version.