3300 Caller ID issues

[Enobaham]

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?

[Dogbreath]

This is a total guess: You're [unintentionally or otherwise] trying to present the original caller's ID when transferring that caller out, but your telco doesn't want you present anything that isn't from your own number ranges so they substitute the first number on the circuit, and that happens to be Company A's number.

[TroyDavis]

Tested this on a few phones.

  Phone A - Keys setup with single line main extension ie. 2066 and a second line ie 1066-  Caller ID will work when calling out directly. But if you transfer a call it uses the single line 1066 to call out which does not have a Caller ID associated with it and will use what  have defined in other tables. For example you could have 1066 defined in the ISDN - Outgoing call Characteristics - DID Ranges for CPN Substitution form. 

You can add the second line to the DID Ranges for CPN Substitution form and give a CPN you want.

Phone  B - Keys where set as line 1 and line 2 Multi-line extension both 2066. This setup used the same CPN for direct and transfer calls. 

Troy

[Enobaham]

It seems to have been a simple fix, which I am still trying to wrap my head around. In the COS of company B (answering service) we set the Non-prime network identity to No. After testing calling out and transferring, the correct caller id's are now showing...