Caller ID not transferring on from CFW to external number.

[jryker]

Need help understanding a caller id issue.

We have a small contact center in an ACD group that fields support calls during the day on their M3905’s. Incoming calls properly show the caller id.

We have the CallPilot app setup so that from 5-7 pm during the week it rolls to a cell phone.

Basic call flow:
Inbound on 800# to ACD group during business hours. Afterhours the CallPilot application pushes calls to specific extension that has CFW on to the cell phone.

The issue I am seeing is the caller id that comes through on the cell phone is not the caller but one of our lines. I would like it to be the real caller’s id. Where is the change happening and can I do something about it?

 

[jryker]

Ok so a little testing I and now understand (I think) a little more. The application is set to transfer to cell with 9+number. I am assuming because it dials the 9 to get a line it is like it's making another outbound call instead of a direct transfer.

So here is what I am seeing. If the application does an internal extension transfer the call id shows fine. If it's external then you get the caller did of the line picked for the outbound call.

 

[Tman45]

Can you please print the phone build CLS and Key layout - that may help determine the CLID issue. We had an issue where our rollover extension was showing the CLID of the primary extension so it looked like staff were calling themselves. Well, all I had to do was DNDD and TDD (DNDA will override the display somehow - GHTROUT explains it better). So, your case might be similar - or you may need to send the call to a non-ACD - ACD doesn't always play nicely (like with voicemail rollover MWI) so you have to send it to a roll-over extension.

 

[duck9090]

it could be a different case but we used to have a similar issue.
We spent quite a long time to investigate this but found it's CO issue.

Just after CO allowed, we just signed a agreement form, we were able to send out more than one numbers from our switch.
With this original caller ID started going out to mobile phone which was forwarded from our CS1000, land line.
Hope this helps,

 

[jryker]

Coming back to in hopes of some new eyes. I will re-summarize in hopes of clarifying what his happening.

Calls come in and get directed to a CallPilot application. It runs through the flow and during business hours dumps the calls out to an ACD group. If calls come in during afterhours they get sent out to an on-call cell phone.

Calls that make it to the ACD group show the incoming caller id on our sets. If the call gets pushed to the cell phone, the caller id that shows up on on cell phone is one of our outbound numbers, not the original incoming caller’s id.

Please help me understand why and if there is a fix or different method for getting that caller ID to push through.

 

[bignose21]

If the CP app just does time of day why not either NCFW off the ACD to the Mobile, or TSC to RLI (TOD routing) to ACD or phantom forwarded to mobile.

The problem you are getting is the CLI sent is the CP Channel CLI hence one of your DDI's (If the CP channel is not sending a valid CLI normally you see the PRI Pilot number (mostly first number in DDI range)).