Caller ID woes...

[unclejemima]

When calls outside calls come in from people with cell phones, the ID is usually "UNKNOWN" for the first line, and the second line will display the phone number, ie 555-123-4567

The problem is, the number of the caller is not visible until the call is picked up.

Instead, it looks like this...

Unknown
TFR from EXT2530

When the line is answered it looks like

Unknown
555-123-4567

Sure would be nice to see the phone number BEFORE the call is answered.  Kind of defeats the purpose of Caller ID

TFR from EXT2530, 2530 is the hunt group that the call is ringing on.

Let me know what you guys are doing to get around this,

[unclejemima]

Not sure if others can verify if this is the intended behavior...?

[acejavelin]

What you are describing is completely normal, I am assuming that 2530 is a CRA and not a hunt group (thus the TFR From ... message) but the point is the same, this is the intended operation and normal. Now you can toggle (or set system-wide) NUMBER preference via feature code on a phone by phone basis or turn off name delivery entirely off as well, but you will not get Name and Number at the same time in your current configuration.

[supermike]

I agree this is super annoying.

For the biggest reason, Autoconnect.

Without autoconnect it will say English is being Transferred from Accounting (They choose 1 for english 2 for french)..But when the phone is answered it only says "Accounting".

My mind is once again blown by mitel.

So with autoconnect, our agents will never know if the call came from English, or French because the call is answered immediately and the display changes to just Accounting.

I am in the same boat, I agree I think this is ridiculous.

[supermike]

Now you can toggle (or set system-wide) NUMBER preference via feature code on a phone by phone basis or turn off name delivery entirely off as well, but you will not get Name and Number at the same time in your current configuration.

Is there a way to keep it displaying the name of the Extension it was transferred from? So when autoconnected, the agent can look at the display, see it's coming from french/english and Answer the phone accordingly? It's pretty pointless to have the IVR ask for french or english input, if the agent's have no way of knowing which queue it came from and have to answer bilingual anyways..

What feautre code are you talking about CO Party Name? (379)?

[unclejemima]

Good info, thanks guys.  So is 379 the magic feature code?  I've not had a chance to try yet....

I am assuming that 2530 is a CRA and not a hunt group (thus the TFR From ... message)

Yes, sorry   I meant CRA.

My mind is once again blown by mitel...

I am in the same boat, I agree I think this is ridiculous.

Is this a 5000 only thing, or does the 3300 have the same issues?

I agree.  I sometime wonder if the guys at mitel even use their own phones   Perhaps they uses Cisco or Panasonic at the mitel HQ lol

There is rumor of lots of changes with V6...supposed to come out soon.  Perhaps they will add some more options to correct these seemingly silly things?

[NTEDave]

In reply to Supermike, instead of routing from the Accounting CRA straight to a HG, route the French calls to a CRA called Acc FR which then routes to the HG. Route the English calls to a CRA called Acc ENG which then routes to your HG.

Et voila! Call should display transferred from Acc FRA when the caller has chosen French and so on.

[NTEDave]

There's a few settings that you can tweak to see if you can cure this. In each individual end point click flags and change settings until you find a one that suits:

Display Outside Party Name
Expanded CO information on Display
Outside Party Call Information has priority
Propagate Original Caller ID on Transfer

The UNKNOWN text could relate to the Display Outside Party Name.

Change some settings and let us know how you got on

[supermike]

In reply to Supermike, instead of routing from the Accounting CRA straight to a HG, route the French calls to a CRA called Acc FR which then routes to the HG. Route the English calls to a CRA called Acc ENG which then routes to your HG.

Et voila! Call should display transferred from Acc FRA when the caller has chosen French and so on.

This is exactly, EXACTLY what we're doing. And when I say exactly, I mean exactly.

It works just like you said, and has been working that way for a while. The problem is when the phone is Answered!

The millisecond the phone is answered, "CRA French transfer from MAIN" gets changed to ONLY "MAIN". Answering the phone causes the display to change. We have autoconnect, which means our agents instantly answer everytime, which means all they will see is "MAIN"

I wish we could get it to say "CRA French transfer from MAIN" for the ENTIRE duration of the call. Not just while it's ringing..Because we do not have any ring time here. Autoconnect.

[supermike]

When calls outside calls come in from people with cell phones, the ID is usually "UNKNOWN" for the first line, and the second line will display the phone number, ie 555-123-4567

The problem is, the number of the caller is not visible until the call is picked up.

Instead, it looks like this...

Unknown
TFR from EXT2530

When the line is answered it looks like

Unknown
555-123-4567

Sure would be nice to see the phone number BEFORE the call is answered.  Kind of defeats the purpose of Caller ID

TFR from EXT2530, 2530 is the hunt group that the call is ringing on.

Let me know what you guys are doing to get around this,

I figured out an ugly work around. I don't know if this will help you, but this is how we have one central phone number for our clients, and with autoconnect our agents are to see french/english/bilingual based on the clients selection in the IVR.

So after answering the phone, the display is replaced by whatever description is set on Call Routing Tables for the DID they called.
\System\Trunk related info\Call Routing Tables\1


Check out my attached photo. Start at 333-333-3333 and follow the flow. You might understand how it's working. In a nutshell, for french, they get transferred to a hot desk extension, which is forwarded all calls to our 2ND DID(Which is labelled french) which instantly sends you to the hunt group along with the "French" label. 

Youre going to require some DIDs.
I hope this gets fixed. This work around is very silly. But it works.