It sounds like they want the Caller ID you set in your outbound calls to match whatever they have told you your Caller ID should match. That’s reasonable - lots of places use that to prevent CID spoofing.
In your CID field in your trunk, set it to
“CID WHATEVER” <CIDNUMBER>
Where “WHATEVER” is the name they’ve identified with your account. The “<NUMBER>” should be the number they assigned to your account. Quotation Marks and the braces (<>) are required in almost all cases.
Now, just to make it harder:
- They may or may not require a Country Code or “+” on the CID.
- They may or may not required the CID Name to match exactly.
- They should have told you exactly what the CID Number needs to look like in the contract when you established this account.
You need to check with your provider to get the exact requirements for your specific implementation.
One last wrinkle:
CID is what this information is called when it’s coming “out of band”. There is also something called “Direct In Dial” (DID), which is what your phone number is. Many people confuse these. Here’s the difference:
On an inbound (to you) call, DID is the number that was dialed to get to you. CID is the number of the person calling you. CID comes in two parts - the CID Name and CID Number. There is no DID Name (it is only a number).
On an outbound (from you) call, there is a Dialed Number (the number you are calling) and a CID (your Caller ID Information).
This can be confusing for new installers, since the meaning of CID is opposite depending on which way the call is going. Your outbound Caller ID matches your Inbound DID. Because of this, people often confuse the terms and use them interchangeably, which clearly doesn’t work.