What's new
Until now, presenting a different number usually meant a separate extension or another set of outbound rules for an administrator to maintain. 3CX has announced that, from V20 Update 10, users can pick which of their assigned numbers to call from before they dial.
Choosing a number sets both the caller ID and the trunk the call goes out on. Choosing "Default" leaves your existing outbound rules in charge.
Where it helps
- Several brands under one roof: the same team answers for each, and now calls back as each.
- Regional offices: call a Manchester customer from your Manchester number and a Leeds customer from your Leeds number, without switching extensions.
- Shared services: sales, support and accounts can each have a recognisable number, even when one person covers more than one.
People are more likely to answer a number they recognise, and more likely to call back the right team when they miss a call.
Switching it on
The option is off by default. An administrator switches it on in the admin console, under Admin > System > Options > Apps, by ticking "Allow Users to Select Outbound Route & Caller ID".
Users then see the choice in the web client and the latest iOS and Android apps, and their choice follows them from one app to the other.
Three things to check first
- Assign numbers to people, not just teams. Only numbers assigned directly to someone's extension appear in their list. A number that belongs to a queue or ring group won't show up just because they're a member.
- Only show numbers you're allowed to use. In the UK, the number you present must be a valid, dialable number you have permission to use, and networks block calls showing invalid numbers.
- Emergency calls are unaffected. 3CX keeps emergency routing ahead of the chosen number, and blocked-country rules still apply.
Getting the numbers right
The feature is only as useful as the numbers behind it. Infinitel can port the numbers your customers already know, add local numbers for the areas you cover, and set them up on your 3CX system so each person has the right ones assigned.
Source: 3CX, “Choose Your Outbound Caller ID in 3CX V20 Update 10”, 3 September 2026.