Caller ID incorrect from outside caller when transferred through STAR to mobile - VoIP / PBX Info Forum for Avaya / Nortel, Cisco, ShoreTel, Panasonic and other manufactuers Tech Tips Community

TAE · February 17th, 2009

Hello - I'm new to the phone system world and am hoping you can help me understand somethings dealing with caller id.... I'll try to explain our setup:

We have a support station (1000) which uses a forwarding path to a STAR Routing application. If it's not during our regular support time, STAR is configured to pass the call to an application which plays a recording, then transfers the call to an extension (1991).

1991 is our "after hours" mobile phone. When a caller from the outside world calls 1000 and gets transferred to 1991, the caller ID shows up as our companies main line number.

Is there a setting which could be causing this? It would be helpful if the callers actual caller ID would show up.

I noticed a few settings dealing with caller ID, but I honestly have no idea what they do:
Under Devices and Feature Codes/CO Trunk Groups/
-Send Station Caller ID to Attached PBX
-Propagate Original Caller ID
-Wait for ISDN Caller ID Information
-Disable Sending ISDN Calling Party Number
-Disable Sending ISDN Callign Parry Name

TAE · February 17th, 2009

It may be helpful to know what system we have! It's a Inter-Tel 5000 10.001

***acejavelin*** · February 17th, 2009

Quote:

Originally Posted by TAE

It may be helpful to know what system we have! It's a Inter-Tel 5000 10.001

If this is release 10.001, it is an Axxess, not a 5000. I 5000 would have a software release like 3.1.2.18, 2.4.1.30, or something similar to that.

Did this just quit working, or has it never worked properly? Seems like a lot of "hoops" to go through for the CID to be propagated properly, it may not work as you wish. I would check the CID information on x1991 and make sure it is blank too.

You can a description of what some of these do by accessing the help feature in the programming software by pressing F1 when the area in question is on the screen.

wicksmagic · February 17th, 2009

I don't have a system in front of me to test but I'm pretty sure you want to turn "Propagate Original Caller ID" to Yes. This is off by default. The setting is on the trunk group itself and should be done on the outgoing trunk group. You also want to make sure the

As Acejavelin mentioned F1 is a great help tool when you're not exactly sure what a certain setting does. I personally use it all the time.

TAE · February 17th, 2009

Thanks for your replies - You're right about it being Axxess.

I have been using the help system constantly, and it's been really great, but these particular items were not in it.

This has never worked. The "Calling Party Number" on x1991 is actually set to a different number that what shows up on the caller ID for outside callers.

***acejavelin*** · February 17th, 2009

Note that in many cases, a telco provider will not complete a call or will substitute the main billing number if they do not recognize the outbound caller ID information as a valid billing number on the PRI circuit, especially if the number you are forwarding to is a long distance from the phone system or the number boing forwarded is outside the local calling area. This is dependant on the telco and not on the phone system.

***ITEngineer*** · March 4th, 2009

I agree with Wicksmagic this sounds like you don't have the propagate caller ID flags set correctly.

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