Caller ID

[Anonymous]

Does Caller ID pass when the operator xfer's a call ?

[Anonymous · Accepted solution]

bbright,

If it is an assisted transfer where the operator talks to the person first before transferring the call, the operator's caller ID will show up first and then be replaced by the remote party's caller ID after the transfer is complete.  If it is a blind transfer the remote party's caller ID will appear instead of the operator.

Thanks,

Matt

[Anonymous]

Matt,

It doesn't show any caller id. Does show the operator and I have also compared the config with another site. Both look the same. Any ideal's?

[Anonymous]

Does the caller ID work when the operator gets the call before attempting to transfer it?

[Anonymous]

bbright,

Did you ever get this resolved?  If caller ID does not work for calls coming in to the operator phone it would not work to the other phones either after the transfer.  My best guess is that caller ID is not coming in over the PSTN.  Can you confirm if that is the case?  Also, are they using FXO (analog), PRI, or SIP trunks? 

Thanks,
Matt

[Anonymous]

They are getting caller ID from Earthlink. Earthlink is providing a PRI to the site. But they are Sip to there Adtran 904. I have been on vacation but I will go buy and check the site today.

[Anonymous]

Is it a PRI to the TA 904 and then a SIP trunk from the TA904 to the NV 7100?  If so you can verify the caller ID is coming across the PRI with a debug isdn l2-formatted on the TA 904.  The caller ID name normally appears in an IE (Information Element) FACILITY message, and the caller ID number is sent in the IE CALLING PARTY # message - both in the ISDN SETUP message.  It should look something like this in the debug.  I highlighted the caller ID name in orange and the caller ID number in blue:

10:11:52 ISDN.L2_FMT PRI  1  =====================================================

10:11:52 ISDN.L2_FMT PRI  1  Sent = Sapi:00  C/R:R Tei:00

10:11:52 ISDN.L2_FMT PRI  1         Ctl:INFO     Ns:126   Nr:4

10:11:52 ISDN.L2_FMT PRI  1         Prot:08  CRL:2  CRV:0011

10:11:52 ISDN.L2_FMT PRI  1         M - 05 SETUP     

10:11:52 ISDN.L2_FMT PRI  1          IE - 04 BEARER CAPABILITY   Len=3

10:11:52 ISDN.L2_FMT PRI  1               80 Xfer Cap.:SPEECH          

10:11:52 ISDN.L2_FMT PRI  1               90 Xfer Rate:64k 

10:11:52 ISDN.L2_FMT PRI  1               A2 Layer 1:u-Law        

10:11:52 ISDN.L2_FMT PRI  1          IE - 18 CHANNEL ID          Len=3

10:11:52 ISDN.L2_FMT PRI  1               A9 Primary Rate

10:11:52 ISDN.L2_FMT PRI  1                  Intfc ID:IMPLICIT

10:11:52 ISDN.L2_FMT PRI  1                  Pref/Excl:EXCLUSIVE

10:11:52 ISDN.L2_FMT PRI  1                  D-Chan Indicated:NO

10:11:52 ISDN.L2_FMT PRI  1                  Chan. Sel:FOLLOWS

10:11:52 ISDN.L2_FMT PRI  1               83 Numb/Map:NUMBER

10:11:52 ISDN.L2_FMT PRI  1               07 Channel:7

10:11:52 ISDN.L2_FMT PRI  1          IE - 1C FACILITY            Len=26

10:11:52 ISDN.L2_FMT PRI  1           Calling Name: Company XYZ

10:11:52 ISDN.L2_FMT PRI  1          IE - 6C CALLING PARTY #     Len=6

10:11:52 ISDN.L2_FMT PRI  1               00 Numb. Type:UNKNOWN     

10:11:52 ISDN.L2_FMT PRI  1                  Numb. Plan:UNKNOWN      

10:11:52 ISDN.L2_FMT PRI  1               80 Presentation:ALLOWED   

10:11:52 ISDN.L2_FMT PRI  1                  Ph.# 256-963-8000

10:11:52 ISDN.L2_FMT PRI  1          IE - 70 CALLED PARTY #      Len=5

10:11:52 ISDN.L2_FMT PRI  1               80 Numb. Type:UNKNOWN     

10:11:52 ISDN.L2_FMT PRI  1                  Numb. Plan:UNKNOWN      

10:11:52 ISDN.L2_FMT PRI  1                  Ph.# 555-555-5555

10:11:52 ISDN.L2_FMT PRI  1  =====================================================

If those are not showing up then you will need to ask the provider to check the provisioning of the PRI.  I hope this helps.

Thanks,
Matt

[Anonymous]

Hey Matt,

Ok. She receives caller id when she answers the call. When She transfers the call to another ext. that’s when the caller id gets lost. The transferred ext see’s the operator ext number and when connected with the caller screen has nothing on it. Console is a Polycom 650 and all other phones are the 300 series.

[Anonymous]

We would need to see the output from a debug sip stack messages and a debug voice verbose from the unit while performing this failed transfer to see what is causing the issue.  If you can collect that I would be more than happy to look through it for you.  The debugs will produce a LOT of output so you will need to make sure the program you are using to collect this has a sufficient scroll back buffer.  I will send you a private message so you can reply to it with the debug output unfiltered unless you can remove/replace all public IPs and public phone numbers to post it in a reply to this thread.  I would need to know the external caller ID, the operator's extension, and the extension she transferred the call to.  Also, can you confirm the topology?  Is it PRI to TA 904 and then SIP from the TA 904 to the NV 7100?  If both are involved it would be helpful to have the debugs from both units at the same time as well as their configurations.

Thanks,
Matt

[Anonymous]

bbright,

If you can get the requested information from my last post I would be happy to continue troubleshooting this with you:

We would need to see the output from a debug sip stack messages and a debug voice verbose from the unit while performing this failed transfer to see what is causing the issue.  If you can collect that I would be more than happy to look through it for you.  The debugs will produce a LOT of output so you will need to make sure the program you are using to collect this has a sufficient scroll back buffer.  I will send you a private message so you can reply to it with the debug output unfiltered unless you can remove/replace all public IPs and public phone numbers to post it in a reply to this thread.  I would need to know the external caller ID, the operator's extension, and the extension she transferred the call to.  Also, can you confirm the topology?  Is it PRI to TA 904 and then SIP from the TA 904 to the NV 7100?  If both are involved it would be helpful to have the debugs from both units at the same time as well as their configurations.

Thanks,
Matt

[Anonymous]

bbright,

I went ahead and flagged this post as "Assumed Answered". If any of the responses on this thread assisted you, please mark them as Correct or Helpful answers as the case may be with the applicable buttons. This will make them visible and help other members of the community find solutions more easily. If you still need assistance, I would be more than happy to continue working with you on this. Just let me know in reply.

Thanks,
Matt

[Anonymous]

I went ahead and flagged the "Correct Answer" on this post to make it more visible and help other members of the community find solutions more easily. If you don't feel like the answer I marked was correct, feel free to come back to this post and unmark it and select another in its place with the applicable buttons.  If you still need assistance, we would be more than happy to continue working with you on this - just let us know in a reply.

Thanks,

Matt