Caller ID on Call Key 2

[PhonetechScott]

I have several users saying they used to get Caller ID on Call Key 2 when they were already on a call but now they do not.

Here is what changed.
We used to have all one system but it was getting too big.
We got another system and split some users off (the ones with the issues).
Their calls come into System A on a PRI and are routed to them on System B.
They are agents and each have a Personal Hunt group setup.

I compared phone and hunt group setups but could not see a difference that might cause this.

Any idea where to look?

[DND ON]

Compare system flags side by side, especially any to do with displays or caller ID.

[PhonetechScott]

I compared the two and did not see any differences that had to do with Caller ID

[dwayneg]

There are a lot of variables in the mix here.  In troubleshooting I'd try to break it into smaller chunks.  For example, I'd point a DID at main site to a specific phone at secondary site and watch for caller ID.  If it works, now point the number at an ext on first site, have user transfer to second site.  If it still works, send call back to HG.
This way you'll get a clue where it's "breaking" and can troubleshoot from there.

[PhonetechScott]

Did some additional testing.

This is only happening to people who are logged in as agents to a hunt group.
For these agents it "Call Waiting" at the top of the screen.

To people who have regular phones it works Normal.

Any Ideas why it says Call Waiting for just the agents?

[dwayneg]

Is it possible these are calls coming in when all agents logged into the group are already on another call?  If so, all agents will get the call waiting alert but I don't think they'll see the caller ID because it hasn't yet been assigned to a particular agent.  I think caller ID will appear to the first agent to become free.

[Tech Electronics]

PhonetechScott,

It is letting them know how many calls are in queue so they can hurry up and answer them or request more agents to be logged in. This is a metric issue for most call centers as they want everyone to be aware of how many calls are waiting to be answered so they can answer them within the specified amount of time.

Thanks,

TE

[PhonetechScott]

Any way to make the next call in the hunt group to actually show up on Call Key 2 instead of showing as call waiting?

[dwayneg]

Probably not, because the call hasn't yet been assigned to the agent...the call is not really ringing the agent, it's out in the ether waiting for someone available to ring.  Think of it this way: if there were 2 calls waiting in the queue, which CLID would you expect to see?  Obviously not possible to sho CLID until a specific call rings a specific agent.  This is in contrast to direct calls to the agent; you see CLID to them because they're his calls

[Tech Electronics]

PhonetechScott,

That problem already has a solution on the forums as it has been asked a few times. Here is one of the threads.

http://mitelforums.com/forum/index.php?topic=6914.msg31000#msg31000

Thanks,

TE