Missing ANI in CMS call reports - port displayed instead

[klmnop]

My CC supervisors are trying to confirm that an employee is receiving multiple personal calls, as well as understand why we don't always see the caller's ANI in CMS reports.

We're using CM 2.1, CMS 12.

Calls are coming in via a PRI, which is configured as ISDN, measured=both. Calls are made directly to a DID extension (the agent's number).

Through testing (a similar agent extension), we see that when the call comes in,the DID ANI displays initially (so it's definitely there) and then the port of the inbound trunk displays on the phone (6416D+).

Checking CMS, the same port displays on the reports, vs. the caller's number. An example of reports checked are the 'Call Records', and Agent Trace.

Any ideas/suggestions would be appreciated.

Goal here is to document that the same caller, is calling the agent..... but that said, we'd also like to figure out the display issue.

 

[Klees]

I had the same issue when I made some changes to my 800 number and it turned out ATT was not sending caller ID so only the port was showing up in CMS, you may want to call your provider to check, just a thought, they fixed it immediately-

 

[klmnop]

Thanks Klees. I've completely lost ANI before on lines, but this time it's different. It displays initially (so it's being passed) and then visually is replaced by the trunk port.