The most common reason an outbound call or a Queue Callback Assist call fails to connect is that the NetSapiens user placing it has no Caller ID set. The termination carrier rejects the call without one.

Accessing User Configuration

1. Log in to the NetSapiens Admin (NMS) Portal at https://<FQDN>/SiPbx/adminlogin.php

2. Select Users, then Configuration

Setting Caller ID for One or a Few Users

1. From the Users page, select the user to edit
2. On that user's configuration screen, complete Caller ID Name, Caller ID Number, and 911 Caller ID
3. Select Modify
4. Repeat for each affected user

Setting Caller ID for a Group of Users

Correcting many users at once is done by exporting their configuration, editing it, and importing it back.

1. From Users > Configuration, select Export in the bottom right
2. Select the desired Domain (or * for all domains), then select Start Export — this generates a CSV file
3. In the CSV, locate the callid_nmbr and callid_emgr columns
4. Enter the appropriate callid_nmbr for each user — this value is found under the regular portal's Inventory section
5. Save the edited CSV
6. Return to Users > Configuration and select Import in the bottom right
7. Upload the edited CSV and select Start Import
8. When prompted to purge: