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Fixing Incorrect Caller ID with SIP Diversion Headers

Overview​

When using Call Telemetry's CRM contact resolution, you may encounter incorrect caller ID name display on forwarded calls. The resolved name from your CRM integration is replaced by the original caller ID — this is most common on SIP-enabled endpoints like Cisco Jabber.

The root cause is the SIP diversion header that carriers include in forwarded calls. CUCM uses this header to display the original caller ID instead of the name that Call Telemetry resolved through your CRM policy.

Requirements​

  • Cisco Unified Border Element (CUBE) handling inbound SIP calls
  • Access to CUBE CLI configuration
  • A CRM integration configured in Call Telemetry (webhook, LDAP, PostgreSQL, or local contacts)

Step 1: Create a Voice Class SIP Profile​

Create a Voice Class SIP Profile that removes the diversion header from incoming SIP INVITE requests. You can use any unused profile ID — this example uses 1000:

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

Step 2: Configure the Inbound Dial-Peer​

Apply the SIP profile to the inbound dial-peer that receives calls from your carrier:

voice-class sip profiles 1000 inbound

Step 3: Activate the Inbound SIP Profile Feature​

Enable inbound SIP profile processing globally on the CUBE:

voice service voip
  sip
    sip-profiles inbound

After applying this configuration, forwarded calls no longer carry the diversion header. Cisco CallManager uses the caller ID name set by Call Telemetry's CRM policy instead of the original forwarded name.

Last updated on by Call Telemetry