Caller ID when a call is transferred is "Anonymous"

[dchoward]

Hello,

I am working with a Mitel 3300 virtual/Physical 3300 icp system with SIP trunks.
MiVoiceBusiness installed OVA version 7.2.1.24
MiCollab 7.2.1.13

There are actually two scenario’s. Here they are for your reference…

First scenario: If I call into the IVR from my cell and I pick it up as an agent at my deskphone, then then transfer it to another queue, my Cell caller ID is passed, as it should be.

Second scenario (not working): If I call my cell from my deskphone then transfer to a queue, it is not passing the caller ID, only anonymous.

How can I make the system pass the caller ID of the person I am transferring?

 

[kwbMitel]

For an outbound call?

Very unlikely this is possible. The system is designed to display the originator of the call. In this case the internal extension

In the same way that you have caller ID on an inbound call but not on an outbound call.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[dchoward]

We also have fax lines that run over a PRI connected via ASU II. Out of curiosity, I test this scenario and it works on the PRI.
So rather than dialing 8 to get a SIP trunk, I dialed 9 to get a PRI trunk and it passes the correct caller ID.

I am digging through the COS's but I do see what is different in a way that may allow this to work.

 

[kwbMitel]

Try "display caller ID of Held Party" (or something to that effect)

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TheMitelGuy]

Did this get solved? We had the same issue - and it started after an upgrade. I have the answer, if you haven't solved this. (Sorry, busy right now, but saw this. - let me know if you are still having a problem and I'll come back to this).

 

[dchoward]

No, it's not solved yet.
I have had a ticket open with Mitel now for almost a week and they haven't had any luck either. I have sent them multiple traces (SIP, CCS, Carrier side SIP trace) and still nothing.
If you could share you solution with me, I would be most grateful!

Thanks

Carl

 

[Billz66]

I had similar issue , As KWB said
disable the "display caller ID of Held Party" in the cos of the phones

this when enabled has the unwanted effect of using the external parties caller id as the caller id of the transferred call

- we have only seen this as a problem when using SIP trunks

If I never did anything I'd never done before , I'd never do anything.....

 

[dchoward]

Hi Billz66,

I actually want the external caller ID in this case. I call you back from my deskphone and then I need to transfer you to a queue. I need to pass your phone number to the queue.
So I have the "display caller ID of Held Party" in the cos of the phones enabled.

 

[dchoward]

Hi TheMitelGuy, any chance you can let me know what your resolution was on this issue? I have a ticket open with Mitel but they seem to be stumped.

Thanks,

Carl