We have a 3300 cx ii. We have 3 different companies using this pbx. Company A, B, and C. Company A hosts the pbx and has about 10 lines. Company B is an answering service in the same building as company A and has 3 lines. Company C is off site with about 10 lines.
Here is the issue.
When someone (e.g. stranded driver) calls into company B (Answering service) and the answering rep takes the call, they don't place the incoming call on hold, they go straight to pressing transfer. They then dial the number of the desired external number (e.g. tow truck company), which when answered, they (company B) hang up and the incoming caller (stranded driver) is connected to the external number (tow truck company) dialled by the answering service. The issue is that when company B calls the desired external number (Tow truck), the called phone shows company A caller id instead of company B caller id resulting in the tow truck company to ignore the call.
But
When company B makes an outbound call of their own, with no intention of transferring anyone (e.g. order pizza for lunch), then the called phones (pizza place) shows company B caller ID.
We have looked at all kinds of settings on the mitel 3300. (COS, DID ranges, etc). We have also talked to our phone provider (shaw) and they have handed control of the caller id over to us. What we don't understand is why would the caller id work properly when they make their own outbound calls (e.g. ordering pizza), but if they are transferring any calls (stranded driver to tow truck company) it shows the wrong caller id?